Customer Experience Support Advisor in Manchester
Posted by Langham Recruitment
£17 – £20 an hour
Manchester · Contract
We are working with an established organisation within the sporting sector that is looking to recruit a Customer Experience Support Advisor to join its team.
This is a customer-facing role, providing friendly, helpful and consistent support to members, customers and other stakeholders. You will be responsible for handling a variety of enquiries, helping people navigate products and services, resolving issues and ensuring a positive customer experience.
The successful candidate will be a confident communicator with a strong customer service background, good attention to detail and a proactive approach to problem-solving.
Key Responsibilities
- Provide friendly, accurate and timely customer support across email, telephone, webchat and other contact channels.
- Handle enquiries relating to membership, services, events, volunteering and participation.
- Guide customers through registration processes, products and services, making information easy to understand.
- Resolve customer queries at first contact wherever possible, escalating more complex issues when required.
- Maintain accurate customer records and update CRM and customer service systems.
- Identify recurring customer issues and share feedback to help improve processes and the overall customer experience.
- Work closely with internal teams to ensure customers receive consistent information and appropriate support.
- Deliver an inclusive and professional service, ensuring all customers feel welcomed and supported.
- Monitor service quality and contribute to improvements in response times, customer satisfaction and first-contact resolution.
Requirements
Essential
- Previous experience in a customer service, customer support or customer-facing role.
- Excellent written and verbal communication skills.
- Confident handling a variety of customer enquiries across different communication channels.
- Strong problem-solving skills and the ability to resolve queries professionally.
- Good attention to detail when maintaining records and updating customer systems.
- A positive, approachable and customer-focused attitude.
Desirable
- Experience within a membership organisation, sporting body, charity, events or community environment.
- Experience using CRM or customer service platforms such as Zendesk, Freshdesk or Salesforce.
- Experience handling membership enquiries, registrations or renewals.
- An interest in sport, cycling or community participation.
- £17-£20 per hour
- Inside IR35
- 3 month contract
- Hybrid working with 3 days in the Manchester office
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