Customer Experience Agent - Housing and Property Services

Nottingham Community Housing Association Limited

Clifton

Hybrid

GBP 28,000 - 32,000

Full time

8 hours ago

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Benefits offered by this job

Wellbeing

Pension plan

Free DBS checks

Referral bonus

Annual leave

Free healthcare

Cash plan

Company socials

Parental leave

Training & development

Cycle to work

Job summary

Nottingham Community Housing Association (NCHA) is seeking a Customer Experience Agent to be the voice of housing services, helping customers access repairs, tenancy queries and a range of housing-related services from the first contact.

You will deliver outstanding customer service, resolve enquiries promptly, and promote self-service channels while coordinating with contractors and colleagues to ensure value for money and positive outcomes.

Qualifications

Experience in a busy contact centre environment.
Deliver excellent customer service at the first point of contact.
Strong communication and de-escalation skills.
Good problem-solving and sound judgement.
Attention to detail and administrative skills.
Confidence using IT systems.

Responsibilities

Be the first point of contact for customers across telephone, email, live chat and other contact channels.
Deliver outstanding customer experiences and aim for first-contact resolution wherever possible.
Diagnose repair issues accurately and arrange appointments to ensure value for money and reduce repeat visits.
Support customers with a wide range of housing and property-related enquiries.
Identify customer needs, including vulnerability and risk factors, to ensure the right support is provided.
Promote and coach customers on using NCHA's self-service channels.
Work closely with colleagues and contractors to resolve customer queries efficiently.
Maintain accurate customer records and update NCHA systems.
Help identify opportunities to improve customer journeys and service delivery.

Skills

Contact centre experience

First contact resolution

Strong communication

Problem solving

Attention to detail

IT proficiency

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Salary: £27,893 - £31,934 per annum

Location: Clifton

Hours: 35

Closing Date: 28/10/2026 23:59

This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in 7 days at 23:59 BST.

Helping Our Customers

Equality Diversity and Inclusion Strategy

Customer Experience Agent - Housing Property Services Role Profile.docx

The Vacancy

Ready to be the voice of NCHA and make a real difference for our customers every day?

At NCHA, our purpose is simple: More homes, great services and better lives. Behind every repair, tenancy query, or housing service request is a customer looking for support, reassurance and a positive outcome. As a Customer Experience Agent, you'll be at the heart of that journey, helping customers access the services they need and delivering excellent experiences from the very first contact.

What You'll Be Doing

Be the first point of contact for customers across telephone, email, live chat and other contact channels.
Deliver outstanding customer experiences and aim for first-contact resolution wherever possible.
Diagnose repair issues accurately and arrange appointments to ensure value for money and reduce repeat visits.
Support customers with a wide range of housing and property-related enquiries.
Identify customer needs, including vulnerability and risk factors, to ensure the right support is provided.
Promote and coach customers on using NCHA's self-service channels.
Work closely with colleagues and contractors to resolve customer queries efficiently.
Maintain accurate customer records and update NCHA systems.
Help identify opportunities to improve customer journeys and service delivery.

Why join NCHA?

At NCHA, you'll be part of an organisation that genuinely cares about its customers, communities and colleagues. We invest in our people through training, coaching and development opportunities, helping you build your skills and progress your career. You'll join a supportive team that lives our CLEAR values: Caring, Learning, Enthusiastic, Accountable and Resilient.

What You'll Bring

We're looking for someone who enjoys helping people and thrives in a fast-paced customer-focused environment.

You'll Have

Experience working in a busy contact centre environment.
A track record of delivering excellent customer service and resolving enquiries at the first point of contact.
Strong communication skills with the ability to use tact, diplomacy and conflict resolution techniques 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.
A passion for helping customers and achieving positive outcomes.

Working arrangements

This role is 35 hours per week, Monday to Friday, 9:00am - 5:00pm. On a hybrid basis with a mix of home and office-based working.

The Company

We’re Nottingham Community Housing Association, known to many as NCHA. We’ve been around since 1973, and we're really proud of that. We're more than just a housing association: we deliver care and support to people all over the East Midlands. Read our story to find out more about us.

Some Benefits