Frontline Customer Experience Lead (Hybrid)

Housing Diversity Network; Cheshire (CT); On-site; USD 29,000 - 35,000; Full time

Benefits offered by this job

35 days leave + bank holidays

Christmas closedown (3 days)

Buy up to 5 extra leave days

Learning and development opportunities

Job summary

Plus Dane is seeking a customer-focused frontline adviser to help customers access the services they need. You’ll be the first point of contact and handle a high volume of enquiries by phone, email, and face-to-face at our Congleton office.

We support your learning and career development, offering a competitive salary and a range of leave options. You’ll be part of a collaborative team dedicated to delivering a consistent customer experience and improving services across the housing organisation.

Qualifications

• Clear written and verbal communication is essential.
• Customer focus and empathy in diverse situations.
• Resilience in a busy environment and ability to stay calm.
• Problem-solving and ownership with proactive issue resolution.
• IT confidence and accuracy across multiple systems.

Responsibilities

• Respond to customer enquiries by telephone, digital channels, and in person.
• Aim to resolve enquiries at first point of contact.
• Record all enquiries and actions accurately in systems.
• Take ownership, follow up, and keep customers informed.
• Escalate issues appropriately 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

Verbal communication

Customer focus

Empathy

Resilience

Job description

Plus Dane is seeking a customer-focused frontline adviser to help customers access the services they need. You’ll be the first point of contact and handle a high volume of enquiries by phone, email, and face-to-face at our Congleton office.

We support your learning and career development, offering a competitive salary and a range of leave options. You’ll be part of a collaborative team dedicated to delivering a consistent customer experience and improving services across the housing organisation.