Customer Experience Agent

Overview

In this 2nd Line Support Customer Experience Advisor role, you bridge frontline support and specialist teams to resolve escalated tenant queries. You will diagnose complex issues, provide clear step-by-step solutions, and ensure empathetic, professional updates throughout the process. You’ll work with cross-functional teams to improve the customer experience and contribute to knowledge sharing and process improvements. This role offers impact by enhancing satisfaction, training frontline staff, and supporting continuous service excellence.

Responsibilities

• Manage escalated queries from 1st Line Support
• Diagnose and resolve complex issues with step-by-step guidance
• Escalate unresolved cases to 3rd Line or relevant teams
• Communicate with customers professionally and empathetically
• Log and track complaints in the support system
• Document solutions and contribute to knowledge base
• Provide technical support and training to 1st Line Advisors
• Share best practices to improve team performance
• Identify recurring issues and suggest process or system improvements
• Collaborate on projects to enhance the customer support experience

Key requirements

• Excellent interpersonal skills
• Determined, patient, firm and diplomatic demeanour
• Ability to prioritise workload and work under pressure
• Problem solving
• Outstanding written and oral communication skills
• Strong co-ordination and time management skills
• Report-writing skills
• Proficient in Microsoft Word, Excel and Outlook
• Eligibility to live and work in the UK

• Interpersonal skills
• Patience
• Diplomacy
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook

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