Customer Experience Associate

Citizen Housing Group; Birmingham; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Hybrid working

Training and development

26 days leave + bank holidays

Pension scheme

Health insurance

Flexible hours

Career progression

Job summary

Citizen Housing Group is recruiting for a Customer Experience Advisor to support customers by phone, email and webchat. You will be the first point of contact, guiding customers, resolving queries and ensuring interactions are handled with care and professionalism.

The role offers hybrid working with a minimum of two days in the office, on a fixed-term contract, providing training and development opportunities within a supportive team culture.

Qualifications

• Experience in customer service roles.
• Excellent verbal and written communication skills.
• Ability to meet deadlines.
• Ability to use multiple in-house systems.
• Background in social housing.
• Experience with CRM systems.

Responsibilities

• Handle customer enquiries via phone, email and webchat.
• Keep accurate records and update systems for reporting.
• Engage customers to gather feedback and drive service improvements.
• Maintain a positive, proactive attitude to deliver excellent service.
• Delight customers and resolve enquiries within targets.
• Take ownership of enquiries and see them through to resolution.

Skills

Customer service

Communication

Deadline management

Multi-system navigation

Social housing

CRM systems

Tools

CRM software

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 26days per yearplus 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.

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.