Liverpool Hybrid: Frontline Customer Experience Advisor

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

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.