Hybrid Customer Experience Advisor - 6-Month FTC

Housing Diversity Network; Birmingham; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Annual leave 26 days + bank holidays

Enhanced family leave

Pension scheme (Citizens match 4-6-10)

Job summary

Housing Diversity Network seeks a Customer Experience Associate to join our team on a 6-month fixed-term contract. The role offers hybrid working and a 37-hour week with a salary of £30,080 per year.

You will handle customer inquiries via phone, email and webchat, maintain records, and contribute to service improvements while delivering empathetic, professional support that reflects our values.

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

• 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

Customer service experience

Excellent communication

Deadline driven

Multisystem navigation

Social housing background

CRM systems

Tools

CRM systems

Job description

Housing Diversity Network seeks a Customer Experience Associate to join our team on a 6-month fixed-term contract. The role offers hybrid working and a 37-hour week with a salary of £30,080 per year.

You will handle customer inquiries via phone, email and webchat, maintain records, and contribute to service improvements while delivering empathetic, professional support that reflects our values.