Senior Customer Experience Advisor

Role Overview We’re looking for a Senior Customer Experience Advisor to play a key role in supporting and developing our National Contact Hub team. This is a hands‑on position where you’ll spend most of your time on the call queues, managing customer enquiries across our inbound channels, while also being a reliable source of knowledge and real‑time support for your colleagues. You’ll champion a one‑call resolution approach by uncovering both stated and unstated customer needs. With strong listening and diagnostic skills, you’ll quickly understand what each customer requires, provide clear and accurate information, and resolve issues with care, efficiency, and professionalism. While your primary focus is frontline service, you’ll also play a key role in daily operations. This includes monitoring live queues, supporting both inbound and outbound activity, managing reminders, and stepping in to assist Advisors when questions arise. You’ll work closely with the Team Leader and Manager, including providing support and coverage when they’re away, and contribute to maintaining high‑quality standards across the floor. An important part of this role is helping the team build capability. You’ll identify knowledge gaps, prepare training and coaching materials, and provide practical guidance to help Advisors improve service delivery and performance. Your ability to stay across operational changes and share that knowledge with others will help keep the team confident, consistent, and customer focused. This role suits someone who enjoys being on the tools, thrives on helping others in the moment, and is comfortable balancing frontline service with day‑to‑day team support. It’s a blend of ownership, teamwork, and practical leadership all contributing to a well‑run, customer‑centred contact hub. BUSY Benefits… Paid Christmas shut down period – 3 days of paid annual leave Additional day of leave – My BUSY day Competitive salary Paid Parental Leave, Retail Discounts Training and Professional development commitment Career progression and internal transfer opportunities BUSY Benefits program Employee Assistance Program Flexible and Hybrid work options Tools of the trade to support your individual role Our purpose is to make skills, education and employment accessible to every person, so they can create their own world of unbounded possibilities. About The BUSY Group… The BUSY Group is a not‑for‑profit organisation which presents 45 years experience as a community partner. With multiple business entities operating across 100+ locations Australia‑wide and now in New Zealand and the United Kingdom, we offer an extensive range of employment services and programs, vocational training, apprenticeships, mentoring, NDIS, disability employment support, specialist schools and allied health services. About you... Proven Leadership ability and desire to improve customer support experience and support CEA’s as needed Genuine passion for helping customers and creating positive experiences. Patience, empathy, and excellent communication skills. Ability to listen deeply, advocate for customers, and build trust. Natural problem‑solving skills and confidence in troubleshooting. Ability to handle escalated calls effectively with positive solutions Familiarity with CRM systems and practices; Ability to obtain a Blue Card and National Police Check with no outcomes Next steps... This role will actively commence recruitment from the date of advertisement. The closing date of this ad is dependent on the appointment of the role. The BUSY Group is an organisation that prioritises the safeguarding of children and all vulnerable people by actively adopting strategies that embed a culture of zero tolerance for abuse of any kind. The appointment of successful applicants will be subject to satisfactory employment screening including criminal history and relevant working with children checks. The BUSY Group is committed to achieving a diverse workforce and strongly encourages applications from First Nations People, people from culturally diverse backgrounds and people with disabilities. #J-18808-Ljbffr