Hybrid Customer Experience Agent (Housing)

Nottingham Community Housing Association Ltd; England; Híbrido; GBP 21.000 - 29.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service

Communication

First contact resolution

Problem solving

Herramientas

Microsoft Outlook

Microsoft Word

Microsoft Excel

Descripción del empleo

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.