Customer Experience Specialist

Plus Dane's frontline customer team needs a specialist to be the first point of contact for customers across a wide range of services. The work centres on high volumes of calls, digital enquiries and reception visits, aiming to resolve them first time with accurate records. Hybrid working applies, with at least two days a week at the Congleton office, and customer-focused experience from housing, a contact centre, retail or care is relevant. Clear communication, composure under pressure and IT confidence decide fit.

What the job involves

• Respond to customer enquiries and give clear, accurate advice
• Aim to resolve enquiries at the first point of contact
• Record all enquiries and actions accurately on systems, including the CRM
• Handle high volumes of enquiries by telephone, digital channels and at office reception
• Listen with empathy and stay calm with upset customers, using judgement to resolve enquiries
• Take ownership, follow up and keep customers informed
• Escalate issues appropriately when they cannot be resolved directly
• Make sure support from other teams reaches the right people while keeping ownership
• Work with colleagues to provide a consistent service
• Work across different systems
• Identify feedback, trends and opportunities to improve the customer experience

Skills & knowledge

• Clear written and verbal communication, explaining information accurately and managing expectations
• Customer focus and empathy, responding to different needs
• Resilience in a busy environment, handling pressure and challenging conversations
• Problem-solving and ownership, using judgement and escalating appropriately
• IT confidence and accuracy across multiple systems, keeping reliable records
• Good general standard of literacy and numeracy

Other

• Commitment to working in line with Plus Dane's values
• Commitment to safeguarding children and vulnerable adults

What's offered

• Competitive salary
• 35 days' annual leave plus bank holidays
• 10% employer pension contribution
• Three-day Christmas closedown
• Option to buy up to five additional days' leave
• Wellbeing support
• Ongoing learning and development opportunities