Job Description

As a Customer Experience Advisor, you will play a vital role in delivering outstanding service and ensuring every customer interaction is positive and welcoming. Working both independently and as part of a team, you’ll handle a variety of enquiries including memberships, individual and family bookings, accommodation and service information, as well as accurately processing payments and refunds. You’ll engage with customers via phone and email, providing clear, friendly, and solution‑focused support at every touchpoint.

You’ll manage your workload effectively, share knowledge, and contribute to a collaborative team environment. By consistently delivering excellent customer experiences and supporting revenue targets, you’ll help [Employer hidden — sign up to reveal] achieve its charitable objectives and ensure our guests and members enjoy a memorable and rewarding stay.

Why work for [Employer hidden — sign up to reveal]?

• 10 nights free hostel stays per year for you and up to 3 friends or family
• Access to [Employer hidden — sign up to reveal]’s staff discount and cash back portal
• Free [Employer hidden — sign up to reveal] Membership each year
• Access to support via our Employee Assistance Program

What will you be doing as a Customer Experience Advisor?

• Provide a warm, friendly, and professional experience for all [Employer hidden — sign up to reveal] customers and members.
• Handle Family & Individual bookings from first enquiry through to booking, payment, cancellation, and refund.
• Support customers with membership queries, including new memberships and renewals.
• Listen carefully to customer needs and recommend suitable [Employer hidden — sign up to reveal] products, services, and upgrades.
• Take payments and process refunds accurately, following [Employer hidden — sign up to reveal] policies and banking best practice.
• Record and maintain customer and member information accurately, in line with data protection requirements.
• Work efficiently within agreed response times, using [Employer hidden — sign up to reveal] systems correctly and confidently.
• Take part in training, continuous improvement activities, and support colleagues during busy periods.
• Contribute to team performance by meeting sales targets, building customer loyalty, and identifying ways to increase income.

What Skills and Experience do you need to be a Customer Experience Advisor?

• Good numeracy and literacy skills, with strong attention to detail and accuracy.
• Able to work independently, using good judgement and problem‑solving skills.
• Confident IT skills, ideally including Microsoft Office and customer systems.
• A friendly and professional telephone manner that creates a positive first impression.
• Able to remain calm and professional when dealing with challenging or sensitive situations.
• Works well as part of a team, building positive relationships quickly and supporting colleagues.
• Comfortable managing changing priorities and busy workloads, especially during peak periods.
• Strong written communication skills, with the ability to respond clearly and professionally by email.
• Experience delivering excellent customer service in a fast‑paced environment.
• Experience in a sales, contact centre, or customer‑focused role, working to targets and deadlines (desirable).
• Demonstration of our HEART values – they’re part of everything we do, and we look for people who bring them to life in their everyday work

Who are [Employer hidden — sign up to reveal]?

[Employer hidden — sign up to reveal] is a social enterprise with a mission to enrich the lives of all, especially young people. [Employer hidden — sign up to reveal] does this by providing brilliant hostel stays and experiences that improve physical health, mental wellbeing and life skills.

How to Apply

Submit your CV and complete the application form. For more information about our recruitment process, visit the job website. If you need any assistance, please email [Employer hidden — sign up to reveal]

Once the hiring manager has reviewed your application we will contact shortlisted candidates. We aim to get in touch within a reasonable amount of time after the closing date. You can also check on the progress of your application if you have signed up to Connect - our online candidate portal

If you require reasonable adjustments during the recruitment process, please get in touch by emailing [Employer hidden — sign up to reveal].

PLEASE NOTE All relevant checks are in place to ensure safeguarding and legal requirements of safer recruitment are adhered to. We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.

Department: Central Sales & Customer Service
Locations: National Office
Remote status: Hybrid
Employment type: Full-time
Salary: £25,200 per annum
Apply by: 28 May, 2026