Customer Access Officer

If you care about helping people, thrive in a fast‑paced environment and want a role where your work genuinely makes a difference to everyday lives, this could be the opportunity for you.

Who we are: Plus Dane provides homes and services to over 30,000 people across Merseyside and Cheshire. Our aim is to tackle social inequality by enabling individuals and communities to thrive and our customer team is at the heart of what we do. Working with our customers really does change people’s lives and if you want to make a difference Plus Dane is the place to be! We live by our values of working together, achieving for our customers, taking ownership, and having the opportunity to learn and grow.

About the Role: As a Customer Experience Advisor, you’ll be the first point of contact for customers getting in touch with Plus Dane. This is a busy, frontline role, dealing with a high volume of enquiries across a range of channels including telephone and digital. This role can be fast‑paced and demanding, involving complex and sometimes emotive situations. You’ll need to stay calm under pressure, communicate clearly and take ownership of enquiries through to resolution.

Key responsibilities include:

• Responding to customer enquiries and providing clear advice on Plus Dane’s services
• Aiming for first contact resolution wherever possible
• Accurately recording all enquiries and actions on our CRM system
• Escalating issues when needed, while maintaining ownership and keeping customers informed
• Working closely with colleagues to deliver a consistent, high‑quality customer experience
• Identifying trends, feedback and opportunities to improve services

What You’ll Bring

Essential

• The ability to communicate clearly and effectively in written and spoken English, including explaining information and managing expectations
• Strong empathy and listening skills, with a customer‑focused approach
• IT literacy, including confidence using Microsoft Office and the ability to learn new systems quickly and accurately
• A calm, resilient approach when working under pressure or dealing with challenging situations
• Strong attention to detail, with care taken to ensure information is accurate and clearly presented
• A problem‑solving mindset and willingness to take ownership of enquiries
• A genuine commitment to working in line with Plus Dane’s values

Desirable

• Customer service experience from any sector (for example housing, hospitality, care, retail or contact centres)
• A desire to learn, develop and build a career in customer services

What you’ll get in return:

This is a permanent role working 35 hours per week. The role can be based at either our Liverpool or Congleton office, with a requirement to be office‑based for a minimum of two days per week. You’ll be generously rewarded with a competitive salary and a great benefits package, including 35 days’ annual leave, plus bank holidays. This includes a 3-day Christmas closedown between Christmas and New Year and you have the option to buy up to 5 extra days annually. You’ll also benefit from a company pension scheme where we contribute 10%, and colleagues can contribute anything from 3% upwards. We’re committed to our people’s wellbeing supported by an excellent management team, wellbeing champions, and mental health first aiders. We actively encourage personal development, with plenty of opportunities to progress your career and access ongoing training, including formal qualifications. We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all staff to share this commitment.

If you need any adjustments to apply or attend an interview, please let us know. This is your chance to be part of a service that really matters. If you’re ready for a role where you can make a positive difference, we’d love to hear from you.

Please note that the selection process will take place on 20 May in Liverpool and 21 May in Congleton.