Customer Experience Specialist

Plus Dane Housing; United States; Remote; USD 29,000 - 35,000; Full time

Benefits offered by this job

35 days leave

Pension 10%

Christmas closedown

Extra leave options

Wellbeing support

Learning & development

Job summary

Plus Dane Housing is looking for a front-line customer service advisor to respond to inquiries by phone and digital channels. You will listen, explain clearly, and manage expectations while recording interactions in our CRM system.

You’ll stay calm under pressure, take ownership of issues, and work with colleagues to deliver a consistent service, while identifying opportunities to improve the customer experience. 35 hours per week, permanent role.

Qualifications

• Clear written and verbal communication, explaining information accurately and managing expectations professionally.
• Customer focus and empathy, listening carefully and responding to different needs.
• Resilience in a busy environment, staying calm under pressure and handling priorities.
• Problem-solving and ownership, using judgement and escalating when needed.
• IT confidence and accuracy, using multiple systems and keeping reliable records.

Responsibilities

• Respond to customer enquiries via telephone and digital channels with clear, accurate advice.
• 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 when needed.
• Work with colleagues to provide a consistent service and share feedback for improvement.
• Identify trends and opportunities to improve the customer experience.

Skills

Clear communication

Customer focus

Resilience

Problem solving

IT proficiency

Tools

CRM software

Multiple IT systems

Job description

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.

• 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
• 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.

Hours: Permanent, 35 hours per week.

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., 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.

Why join us?

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.

Keep developing

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

Your benefits

Alongside a competitive salary, you'll receive:

• 35 days' annual leave plus bank holidays
• a 10% employer pension contribution
• a three-day Christmas closedown
• the option to buy up to five additional days' leave
• wellbeing support
• ongoing learning and development opportunities.