Customer Experience Specialist

Plus Dane Housing; West Kirby; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

35 days’ annual leave + bank holidays

Christmas closedown (3 days)

Option to buy up to 5 extra days leave

Ongoing learning and development

Job summary

Plus Dane Housing is seeking a customer-focused representative to be the first point of contact for customers, providing clear information and supportive service across multiple channels.

You will work in a busy frontline team, with hybrid working from our Liverpool office at least two days per week. The role is 35 hours per week with a supportive environment and opportunities for ongoing learning and development.

Qualifications

• Clear written and verbal communication – explain information clearly and manage expectations professionally.
• Customer focus and empathy – respond to varied customer needs with care.
• Resilience in a busy environment – stay calm and effective under pressure.
• Problem-solving and ownership – use judgement and escalate appropriately when needed.
• IT confidence – use multiple systems and keep accurate records.

Responsibilities

• Respond to customer enquiries by phone and digital channels.
• Aim to resolve enquiries at first point of contact.
• Record all enquiries and actions accurately on our systems.
• Take ownership, follow up and keep customers informed.
• Escalate issues when they cannot be resolved directly.
• Work with colleagues to provide a consistent service.
• Identify feedback, trends and opportunities to improve the customer experience.

Skills

Clear communication

Customer focus

Empathy

Resilience

Problem solving

IT literacy

Job description

Help customers get the right support, first time

At Plus Dane, you’ll help customers get the right support when they need it. As part of our busy frontline team, you’ll listen, solve problems and take ownership of enquiries, making a positive difference through every conversation.

Location: Merseyside, with a requirement to work from our Liverpool office for a minimum of two days per week.

Hours: Permanent, 35 hours per week.

Work that matters

Be the first point of contact for customers and help them access the services and support they need.

A supportive team

Work alongside colleagues who share information, support one another and focus on delivering a consistent customer experience.

We’ll support you to learn our services and systems, build your confidence and continue developing your career.

Alongside a competitive salary, you’ll receive:

• 35 days’ annual leave plus bank holidays
• a three-day Christmas closedown
• the option to buy up to five additional days’ leave
• ongoing learning and development opportunities.

What the role is really like

You’ll respond to a high volume of customer enquiries by telephone and through digital channels. Customers may contact us about a wide range of services, so you’ll need to listen carefully, explain information clearly and manage expectations professionally.

Some customers may be upset or dealing with difficult circumstances. You’ll listen with empathy, stay calm and use your judgement to resolve their enquiry wherever possible. If you need support from another team, you’ll make sure it reaches the right people while keeping ownership and letting the customer know what is happening.

Accurate record‑keeping is an important part of the role. You’ll document enquiries and actions on our customer relationship management system, work across different systems and share feedback that could improve our services.

What you’ll be doing

• responding to customer enquiries and providing clear, accurate advice
• aiming to resolve enquiries at the first point of contact
• recording all enquiries and actions accurately on our systems
• taking ownership, following up and keeping customers informed
• escalating issues appropriately when they cannot be resolved directly
• working with colleagues to provide a consistent service
• identifying feedback, trends and opportunities to improve the customer experience.

Could this role be for you?

Your experience might come from housing, a contact centre, retail, hospitality, care or another customer‑focused setting. What matters most is that you can communicate clearly, stay composed in a busy environment and take responsibility for helping customers.

What you really need

• clear written and verbal communication – explaining information accurately and managing expectations professionally;
• customer focus and empathy – listening carefully and responding appropriately to different needs;
• resilience in a busy environment – remaining calm and effective when handling pressure, competing priorities or challenging conversations;
• problem‑solving and ownership – using judgement, following issues through and escalating appropriately; and
• IT confidence and accuracy – using multiple systems, keeping reliable records and learning new technology quickly.

You’ll also need a good general standard of literacy and numeracy and a commitment to working in line with Plus Dane’s values.

Plus Dane provides homes and services to over 30,000 people across Merseyside and Cheshire. We help individuals and communities thrive by tackling social inequality, and our values guide how we work together, achieve for our customers, take ownership, learn and grow.

We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all colleagues to share this commitment.

If you need any adjustments to apply or attend an interview, please let us know.