Customer Experience Specialist

Housing Diversity Network; West Kirby; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

35 days annual leave

Bank holidays

Christmas closedown (3 days)

Buy up to 5 extra leave days

Learning and development opportunities

Job summary

Plus Dane is recruiting for a customer-focused role based in Merseyside, with a requirement to work from our Liverpool office at least two days per week. The role is a permanent, full-time position (35 hours per week) in a busy frontline team, handling high volumes of enquiries via phone and digital channels.

You will listen, explain clearly, and manage expectations while building confidence in our services.

Qualifications

• Clear written and verbal communication.
• Empathy and customer focus.
• Ability to stay calm under pressure.
• Strong problem solving and ownership.
• Proficient with IT systems and accurate records.

Responsibilities

• Answer customer enquiries by phone and digital channels.
• Resolve enquiries at first point of contact where possible.
• Record enquiries and actions accurately in systems.
• Take ownership and follow up with customers.
• Escalate issues when needed and keep customers informed.
• Collaborate with colleagues to deliver a consistent service.
• Identify feedback and opportunities to improve service.

Skills

Clear communication

Customer empathy

Resilience

Problem solving

IT proficiency

Multichannel support

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.

Ready to make your next move?

If you’re ready to help customers, take ownership and make a difference through great service, we’d love to hear from you.

About Plus Dane

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.