Customer Experience Advisor

Neptune; Swindon; On-site; GBP 24,000 - 35,000; Full time

Job summary

A growing home furnishings company in Swindon is seeking a Customer Experience Advisor. This role involves providing excellent customer support through various channels, ensuring a positive experience for both customers and retail partners. The ideal candidate will have experience in customer service, excellent communication skills, and a proactive approach to problem-solving. The company offers flexible working hours and a variety of benefits including generous holiday allowance and discounts.

Benefits

Generous Holiday Allowance

Life Assurance

Company sick pay

Enhanced maternity and paternity leave

Cycle to work scheme

Generous discounts

Discounted gym membership

Competitive salary

Birthday day off

Days off for life events

Paid volunteer days

Training workshops

Qualifications

• Experience in a world-class retail or customer-service environment.
• Articulate with excellent written and verbal English.
• Natural warmth and confidence in engaging with people.

Responsibilities

• Act as the first point of contact for customers via various channels.
• Provide accurate guidance about products and services.
• Schedule actions and coordinate with third parties for service requests.
• Build relationships with support teams and store partners.
• Administer day-to-day tasks to keep operations organized.

Skills

Excellent communication skills

Problem-solving

Customer service experience

Strong interpersonal skills

Attention to detail

Tools

Microsoft Office

Job description

About the Company

At Neptune, we believe a home should be a sanctuary that welcomes you, inspires, and tells your story. This belief shapes our customer care: thoughtful, composed, and sincere.

Location

Swindon, England, United Kingdom

The Role: Customer Experience Advisor

We’re looking for a Customer Experience Advisor to join our growing team. This role is about far more than answering calls or responding to queries. It’s about being a calm, trusted voice for our customers and retail partners, offering guidance and support at every stage of their journey with Neptune.

Key Responsibilities

• Being a welcoming first point of contact across all Customer Experience channels – calls, emails, and live chat, responding with warmth and care.
• Listening carefully to enquiries and sharing clear, accurate guidance on our collections and services.
• Looking after service requests from our partners, keeping detailed notes, scheduling actions and coordinating with third parties to ensure smooth operations.
• Reaching out to customers when needed – to keep them updated, arrange deliveries, resolve concerns, or support growth of our channels.
• Building strong, collaborative relationships with Support Office teams and working closely with store partners one‑to‑one.
• Taking care of day‑to‑day administration using internal systems and external platforms, keeping everything organised and up to date.
• From time to time, serving as a friendly face in our stores – welcoming guests, offering guidance, and making every visit special.

Qualifications & Experience

We’re looking for someone who takes real pride in what they do and cares about creating the best experience for every customer. To thrive in this role, you’ll bring a natural warmth and confidence in engaging with people, a positive and practical way of solving problems, and experience in a world‑class retail or customer‑service setting. You’ll be articulate, with first‑class communication skills, and comfortable with the essentials including excellent written and verbal English, and confidence with Microsoft Office – Word, Excel and Outlook. You bring an eye for detail and the ability to think things through with clarity and care.

Working Hours

Flexibly, including evenings and weekends. 40 hours a week across 5 days, between 8 am and 8 pm Monday to Sunday.

Benefits We Can Offer You

• Generous Holiday Allowance
• Life Assurance
• Company sick pay
• Enhanced maternity and paternity leave
• Cycle to work scheme
• Generous new item and outlet discounts
• Discounted gym membership
• Competitive salary
• Perkbox: Wellbeing Hub and Retail Discounts Portal
• Your birthday day off
• Day off if you become a Grandparent
• Two paid volunteer days a year
• A week off to celebrate a life event
• Refer a friend scheme
• Long service holiday allowance increase
• Training workshops

Diversity & Inclusion

We are a growing business that encourages our people to grow with us. Neptune’s goal is to ensure we have a diverse and inclusive work environment, where all employees have equal access to opportunities and everyone’s voices are heard.

Company Values

Do The Right Thing, Do It Together, Aim High, Keep It Real.