Fixed Term Customer Experience Agent - Housing and Property Services

The Methodist Church in Britain; Clifton; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Training and development opportunities

Job summary

Nottingham Community Housing Association is seeking an enthusiastic contact centre associate to be the first point of contact for customers via phone, email, and live chat. The role focuses on resolving housing queries, arranging appointments, and coaching customers to use self-service channels.

The position is fixed-term with hybrid working during weekday daytime hours, supporting vulnerable customers and coordinating with contractors to resolve issues efficiently.

Qualifications

• Experience in a busy contact centre environment.
• Strong customer service orientation and ability to resolve enquiries at first contact.
• Proficient with Microsoft Office tools (Outlook, Word, Excel).

Responsibilities

• Be first point of contact for customers by phone, email, live chat and other channels.
• Deliver excellent customer experiences and aim for first-contact resolution.
• Diagnose repair issues and arrange appointments to add value and reduce repeat visits.
• Support customers with a wide range of housing and property enquiries.
• Identify customer needs, including vulnerability and risk, to provide appropriate support.
• Promote and coach customers to use self-service channels.
• Collaborate with colleagues and contractors to resolve queries efficiently.
• Maintain accurate customer records in NCHA systems.
• Identify opportunities to improve customer journeys and service delivery.

Skills

Communication

Problem solving

Attention to detail

Conflict resolution

De-escalation

Customer service

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

This fixed-term post sits in the Housing & Property Services Customer Experience team at Nottingham Community Housing Association, running until September 2027. The work centres on being the first contact for customers by phone, email and live chat, resolving repair and housing queries and arranging appointments. The role is hybrid, with a mix of office and home working on weekday daytime hours, and includes supporting vulnerable customers and coaching them to use self-service channels. 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 give value for money and reduce repeat visits
• Support customers with a wide range of housing and property enquiries
• Identify customer needs, including vulnerability and risk, so the right support is provided
• Promote and coach customers to use NCHA's self-service channels
• Work with colleagues and contractors to resolve customer queries efficiently
• Maintain accurate customer records 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, including 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 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