Customer Experience Associate

CITIZEN; Birmingham; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Annual leave 26 days + bank holidays

Leave purchase scheme

Pension scheme

Health insurance

Flexible working hours

Training programs

Job summary

Citizen is hiring for a Customer Experience role to support customers via phone, email and webchat. You will be the first point of contact, guiding customers, resolving queries and delivering empathetic, professional service.

The position involves a hybrid working pattern with 37 hours per week, Monday to Friday, across office and home environments. It is a fixed-term contract offering training, coaching and development opportunities.

Qualifications

• Previous customer service experience and a passion for helping people.
• Fantastic communication skills – both verbal and written.
• Ability to work to deadlines.
• Ability to navigate and operate multiple in-house systems.
• A background in social housing.
• Experience with CRM systems.

Responsibilities

• Handle a variety of customer enquiries via telephone, digital channels and electronic communications, responding to service requests and conducting surveys.
• Keep accurate records and update systems to enable reporting against performance indicators.
• Actively participate in activities to engage customers in the service and seek their views on service delivery and improvements.
• Display a positive, can-do attitude to deliver excellent service when dealing with challenging enquiries.
• Take ownership to resolve customer enquiries within performance targets.

Skills

Customer service

Communication skills

Deadline management

CRM usage

Social housing background

Tools

CRM systems

In-house systems

Job description

Salary: £30,080 per annum

Work Pattern: 37 hours, varied shifts between the hours of 8am-6pm, Monday to Friday

We are brave, we are ambitious, we are honest, and we are Citizen!

Join Our Customer Experience Team and Make a Difference Every Day

Are you passionate about helping people and delivering exceptional service? Do you enjoy solving problems, building relationships, and making a positive impact? If so, we'd love to hear from you.

As a valued member of our Customer Experience Team, you'll play a key role in supporting our customers through phone, email, and webchat. You'll be the first point of contact for many of our customers, providing guidance, resolving queries, and ensuring every interaction is handled with care, professionalism, and empathy.

No two days are the same. You'll have the opportunity to make a real difference by helping customers find solutions and delivering an experience that leaves them feeling valued and supported.

We believe great people deserve great support. That's why we'll invest in your success from day one with comprehensive training, ongoing coaching, and the encouragement of a friendly and experienced team. Whether you're looking to build on your existing customer service experience or take the next step in your career, we'll provide the tools and opportunities to help you grow.

Our hybrid working approach combines the benefits of working from home with the collaboration and connection that comes from being with your colleagues, with a minimum of two days per week in the office. You'll be joining a positive, inclusive team culture where everyone's contribution is recognised and where teamwork, development, and customer satisfaction are at the heart of everything we do.

This role is offered on a fixed-term contract, making it a fantastic opportunity to gain valuable experience, develop new skills, and enhance your career in a customer-focused environment. You'll have the chance to make an impact from day one while working with a team that's committed to delivering outstanding customer experiences.

If you're a confident communicator who enjoys helping others, thrives in a fast-paced environment, and takes pride in delivering excellent service, we'd love to hear from you.

Join our Customer Experience Team and discover a role where you can learn, grow, and make every customer interaction count.

Key Responsibilities:

Be responsible for handling a variety of customer enquiries via the telephone, digital channels and electronically, responding to service requests and conducting surveys.

Keep accurate records and updating systems to enable reporting against performance indicators.

Actively participate in activities to engage customers in the service and seek their views on service delivery and improvements.

Positive can-do approach to achieve customer satisfaction.

Display a positive, flexible and proactive “can do” attitude to delivering an excellent service when dealing with challenging and more complex enquiries leaving customers with a positive image of Citizen.

Take ownership and responsibility for delaying with customer enquiries through to a satisfactory resolution within performance targets.

Skills & Experience

Previous customer service experience and a passion for helping people.

Fantastic communication skills – both verbal and written.

Ability to work to deadlines.

Ability to navigate and operate multiple in-house systems.

A background in social housing.

Experience with CRM systems.

What We Offer:

Professional Growth: Opportunities for continuous learning and career advancement.

Collaborative Culture: Work alongside a team of dedicated professionals who support and inspire each other.

Annual Leave: Annual leave starts at 26 days per year plus bank holidays

Annual leave purchase scheme – option to buy up to an additional 5 days per year

Enhanced family leave (maternity, paternity and adoption)

Generous Pension Scheme – The option to contribute 4%, 6% or up to 10% which Citizen will match

Competitive Salary: We offer a competitive compensation package.

Health and Wellness: Comprehensive health insurance and wellness programs.

Work-Life Balance: Flexible working hours and generous leave policies.

Employee Development: Access to training programs and career development resources.

Find out more here: Citizen | Benefits

Stay Connected: Follow us on Profile / X, Citizen | Facebook and Instragram - Citizen to stay updated on our latest news and opportunities.

Interview date: 9th & 10th December 2026

We welcome applications from all backgrounds and can make reasonable adjustments to support you through the process

Please note we will be reviewing applications throughout the campaign and may invite candidates to interview at any time. We reserve the right to close this role earlier than the published closing date should a suitable candidate be identified.

Skills & ExperiencePrevious customer service experience and a passion for helping people.Fantastic communication skills – both verbal and written.Ability to work to deadlines.Ability to navigate and operate multiple in-house systems.A background in social housing.Experience with CRM systems.