Customer Experience Advisor

At Avove, we don’t just offer employment we offer opportunity. As a vital part of our team, you will be empowered to grow professionally through full training, hands-on experience, and continuous development. We believe our people are the backbone of our success, and we reward great work with competitive benefits and a supportive, inclusive environment where you can truly be yourself. Join us in shaping exceptional customer experiences and take the next step toward a fulfilling career where your potential is recognised and your ambition is encouraged.
This is a full-time permanent role and will be based at our office in Durham along with working from home on a hybrid basis. You will be required to work in the office or on site 3 days a week. This role does require you to have a full driving licence as you will be expected to travel within the region.
About the role
Are you passionate about people, communication, and making a real difference in your community? Join us as a Customer Experience Advisor, where you will be at the heart of delivering exceptional service, building trust with customers and stakeholders across the region.
As a key ambassador for our programme of works, you will proactively connect with customers/stakeholders to share appointment details, listen to their needs, and ensure every interaction is smooth, respectful, and tailored. From access arrangements to structural concerns, you will capture every detail that matters.
Your day will be dynamic, engaging, and full of opportunities to make a positive impact:

- Deliver outstanding service to both internal and external customers, ensuring satisfaction is not just met, but exceeded.
- Manage your time effectively, prioritising tasks and responding swiftly to enquiries.
- Keep our systems updated, ensuring accurate records and timely escalation of issues.
- Take ownership of challenges and see them through to resolution.
- Handle complaints with care, resolving them within KPIs and SLAs while maintaining our reputation for excellence.

More Than Just a Job - A Role with Purpose
This is not just about customer service, it’s about creating social value. You will contribute to initiatives that support:

- Environmental sustainability
- Biodiversity
- Community engagement
- Financial wellbeing
- STEM education

Innovation and collaboration are at the core of everything we do. You’ll be encouraged to bring fresh ideas and help us build a service that’s not only efficient but truly exceptional.
About you
What’s in it for you
We offer a rewarding salary that is tailored to your skills and experience. But that’s not all We celebrate hard work and give recognition to our colleagues. In addition to this, we understand that one size doesn’t fit all so everyone has access to a variety of flexible benefits that work for you.
- 24 days holiday plus bank holidays
- Company pension scheme
- Life assurance
- Private GP Helpline & Health Cash Plan
- Avove Discount Scheme
- Family friendly policies
- A selection of lifestyle benefit options
- Financial wellbeing programme
- Employee assistance program for health and wellbeing and onsite mental health first aiders to support our colleagues
- We love to give back so we offer you volunteering days in your community and charity matched giving where we will boost your fundraising.

About us
We design, build and maintain the UK’s utilities infrastructure to help transform local communities for the better. We provide cutting-edge and sustainable engineering solutions and play a critical role in helping to keep the water running, the lights on and people connected.
We are an expert, responsible and agile partner, providing vital services to water, power and telecommunications sectors. We work closely with our clients to help protect and improve their assets, enhance customer experience and protect the natural environment. Everything we do is designed to drive continual improvement and move life forward
We are proud to work in partnership with leading utility providers, including Severn Trent, United Utilities, Yorkshire Water, Northern PowerGrid, Northumbrian Water Group, Scottish Power Energy Networks and Scottish Water
We are an equal opportunities employer...
What next...
If you have any questions, please reach out for an informal discussion.