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Customer Experience Specialist

Posted 6 hours 59 minutes ago by The Methodist Church in Britain

Permanent

Full Time

Other

Liverpool, United Kingdom

Job Description

Plus Dane Housing's frontline customer team is recruiting for a permanent Customer Experience Specialist. The role handles a high volume of enquiries by telephone and digital channels across a wide range of services, aiming to resolve them at first contact. Hybrid working applies, with at least two days a week in the Liverpool office within 35 hours. Fit depends less on a specific background than on clear communication, composure under pressure and taking ownership of enquiries.

What the job involves

Respond to customer enquiries, giving clear and accurate advice
Aim to resolve enquiries at the first point of contact
Record all enquiries and actions accurately on company systems, including the CRM
Take ownership of enquiries, following up and keeping customers informed
Escalate issues to other teams when they cannot be resolved directly, keeping ownership
Listen with empathy to upset customers and use judgement to resolve their enquiries
Work across different systems to handle enquiries
Work with colleagues to provide a consistent service
Identify feedback, trends and opportunities to improve the customer experience

What's required Experience

Customer-focused experience, such as in housing, a contact centre, retail, hospitality, care or similar

Skills & knowledge

Clear written and verbal communication, explaining information accurately and managing expectations
Customer focus and empathy
Resilience in a busy environment, staying calm under pressure
Problem-solving and ownership, with appropriate escalation
IT confidence across multiple systems, learning new technology quickly
Accurate, reliable record-keeping

Other