Customer Experience Specialist: First-Contact Resolver

Plus Dane Housing; West Kirby; Ibrido; GBP 24.000 - 30.000; Tempo pieno

Vantaggi offerti da questo lavoro

35 days’ annual leave + bank holidays

Christmas closedown (3 days)

Option to buy up to 5 extra days leave

Ongoing learning and development

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Clear communication

Customer focus

Empathy

Resilience

Problem solving

IT literacy

Descrizione del lavoro

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.