Customer Experience Specialist

The Methodist Church in Britain; Liverpool; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

35 days' annual leave plus bankhols

10% employer pension contribution

Three-day Christmas closedown

Option to buy up to five additional le

additional days' leave

Wellbeing support

Ongoing learning and development

Job summary

Plus Dane Housing is hiring a permanent Customer Experience Specialist to handle high volumes of enquiries by telephone and digital channels. The role operates on a hybrid basis with at least two days per week in the Liverpool office, within a 35-hour week, and focuses on resolving issues at first contact.

Responsibilities include accurate recording on CRM, owning enquiries, escalating when needed, and collaborating with teams to improve the customer experience.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Clear communication

Verbal communication

Empathy

Resilience under pressure

Ownership & escalation

Problem solving

IT literacy across multiple systems

Accurate record-keeping

Tools

CRM systems

Job description

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.

What the job involves

• 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

What’s required

Experience

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

Skills & knowledge

• 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

Other

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

What’s offered

• 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