Customer Experience Specialist

Plus Dane Housing's frontline customer team is recruiting for a permanent Customer Experience Specialist. The role handles a high volume of enquiries by telephone and digital channels across a wide range of services, aiming to resolve them at first contact. Hybrid working applies, with at least two days a week in the Liverpool office within 35 hours. Fit depends less on a specific background than on clear communication, composure under pressure and taking ownership of enquiries.

• Respond to customer enquiries, giving clear and accurate advice
• Aim to resolve enquiries at the first point of contact
• Record all enquiries and actions accurately on company systems, including the CRM
• Take ownership of enquiries, following up and keeping customers informed
• Escalate issues to other teams when they cannot be resolved directly, keeping ownership
• Listen with empathy to upset customers and use judgement to resolve their enquiries
• Work across different systems to handle enquiries
• Work with colleagues to provide a consistent service
• Identify feedback, trends and opportunities to improve the customer experience

• Customer-focused experience, such as in housing, a contact centre, retail, hospitality, care or similar

• Clear written and verbal communication, explaining information accurately and managing expectations
• Customer focus and empathy
• Resilience in a busy environment, staying calm under pressure
• Problem-solving and ownership, with appropriate escalation
• IT confidence across multiple systems, learning new technology quickly
• Accurate, reliable record-keeping

• Good general standard of literacy and numeracy
• Commitment to working in line with Plus Dane's values

• Competitive salary
• 35 days' annual leave plus bank holidays
• 10% employer pension contribution
• Three-day Christmas closedown
• Option to buy up to five additional days' leave
• Wellbeing support
• Ongoing learning and development opportunities