Hybrid Customer Experience Advisor

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

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.