Customer Experience Agent - Housing and Property Services

The Methodist Church in Britain; Clifton; Hybrid; GBP 21,000 - 26,000; Full time

Job summary

Nottingham Community Housing Association is seeking a Customer Experience Agent within the Housing & Property Services team. You will manage first-contact interactions via phone, email or live chat to resolve repair and tenancy queries, arranging appointments and supporting vulnerable customers.

The role is hybrid, combining home and office work on weekday days, with prior contact centre experience preferred.

Qualifications

• Experience working in a busy contact centre environment.
• Track record of excellent customer service and resolving enquiries at the first point of contact.

Responsibilities

• First point of contact for customers by telephone, email, live chat and other channels
• Deliver excellent customer experiences, aiming for first-contact resolution
• Diagnose repair issues and arrange appointments to ensure value for money and fewer repeat visits
• Handle a wide range of housing and property enquiries
• Identify customer needs, including vulnerability and risk, and ensure the right support is provided
• Promote and coach customers to use NCHA's self-service channels
• Work with colleagues and contractors to resolve queries efficiently
• Keep customer records accurate and update NCHA systems
• Identify opportunities to improve customer journeys and service delivery

Skills

Strong communication

Problem solving

Attention to detail

Conflict resolution

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

This Customer Experience Agent post sits in the Housing & Property Services Customer Experience team at Nottingham Community Housing Association, where first contact comes by phone, email or live chat. The work covers repair faults, tenancy queries and other housing requests, including arranging appointments and identifying vulnerable customers who need extra support. It is hybrid, splitting time between home and office on weekday daytime hours, and asks for experience of a busy contact centre. No visa sponsorship is offered.

What the job involves

• First point of contact for customers by telephone, email, live chat and other channels
• Deliver excellent customer experiences, aiming for first-contact resolution
• Diagnose repair issues and arrange appointments to ensure value for money and fewer repeat visits
• Handle a wide range of housing and property enquiries
• Identify customer needs, including vulnerability and risk, and ensure the right support is provided
• Promote and coach customers to use NCHA's self-service channels
• Work with colleagues and contractors to resolve queries efficiently
• Keep customer records accurate and update NCHA systems
• Identify opportunities to improve customer journeys and service delivery

What's required

Experience

• Experience working in a busy contact centre environment
• Track record of excellent customer service and resolving enquiries at the first point of contact

Skills & knowledge

• Strong communication skills, using tact, diplomacy and conflict resolution to de-escalate challenging situations
• Good problem-solving skills and sound judgement
• Strong attention to detail and administrative skills
• Confidence using IT systems, including Microsoft Outlook, Word and Excel

Other

• Passion for helping customers and achieving positive outcomes

What's offered

• Training, coaching and development opportunities to build skills and progress your career
• Hybrid working, with a mix of home and office-based working