Senior Customer Experience Advisor

Job Title: Customer Experience Advisor
Location: West Dorset
Working Arrangements: Full-Time | Office-Based – 5 days per week
Hours: Monday–Friday | 8:00–16:30
Salary: £28,000 – £30,000 – DOE
  
CCP are proud to partner with a well-established, premium subscription-based business who are continuing to grow their structured customer function. They are seeking a Customer Experience Advisor to join during an exciting phase of expansion.

This role sits at the heart of a high-retention, relationship-led environment where service quality, communication standards and customer loyalty are the core focus.

The Role

• Manage inbound customer enquiries via email and telephone
• Process subscription lifecycle requests (billing queries, pauses, reactivations, plan changes)
• Maintain CRM/ticket accuracy and workflow discipline
• Apply structured communication standards across all written and verbal interactions
• Demonstrate strong telephone confidence and professionalism in all calls
• Handle sensitive or challenging conversations with calm professionalism
• Escalate appropriately and support the wider team in maintaining service excellence
• Contribute to ongoing improvements within the customer function

This is not a high-volume call-centre role. It is a relationship-focused position where the quality of interaction matters more than speed.

About You

• 2+ years’ experience in a customer service role
• Subscription or e-commerce experience (essential)
• Strong written communication skills (essential)
• High level of telephone confidence
• Experience using a CRM/customer service platform
• Calm, organised and professional under pressure
• Comfortable working in a structured, office-based SME environment
• Based within commutable distance of West Dorset

If this role is of interest and you feel you have the relevant experience, please apply online and we’ll aim to respond within 72 hours. Alternatively, if you have any questions, please email dan@ccprecruitment.com.