Fixed Term Customer Experience Agent - Housing And Property Services

Nottingham Community Housing Association Ltd; England; Hybrid; GBP 21,000 - 29,000; Full time

Job summary

Nottingham Community Housing Association Ltd is seeking a Customer Experience Agent to be the voice of NCHA, helping customers access services and delivering excellent experiences from first contact. The role supports repairs, tenancy queries and housing service requests in a busy contact centre.

This fixed-term hybrid role (35 hours weekly) runs until September 2027, with a mix of home and office-based work. We value caring, clarity and customer-focused problem solving.

Qualifications

• Experience working in a busy contact centre environment.
• Ability to deliver excellent customer service at the first point of contact.
• Strong communication and interpersonal skills.

Responsibilities

• Be the first point of contact for customers across telephone, email, live chat and other 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

Customer service

Communication

First contact resolution

Problem solving

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

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.

This is an exciting opportunity to join our Housing & Property Services Customer Experience team on a fixed term basis in a varied and rewarding role where no two days are the same. Whether you're resolving a repair issue, supporting a vulnerable customer, or helping someone navigate our self-service options, you'll play a key role in delivering the outstanding service our customers deserve.

What you'll be doing

As a Customer Experience Agent, you'll:

• 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. This is a Fixed Term role until September 2027.

Interested?

If you're passionate about delivering outstanding customer service and want to make a difference to the lives of our customers every day, we'd love to hear from you.

Useful information

• Please note: we do not offer visa sponsorship.