Hybrid Customer Experience Agent – Housing & Service Desk

Nottingham Community Housing Association Limited; Clifton; Híbrido; GBP 28 000 - 32 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Wellbeing

Pension plan

Free DBS checks

Referral bonus

Annual leave

Free healthcare

Cash plan

Company socials

Parental leave

Training & development

Cycle to work

Resumo da oferta

Nottingham Community Housing Association (NCHA) is seeking a Customer Experience Agent to be the voice of housing services, helping customers access repairs, tenancy queries and a range of housing-related services from the first contact.

You will deliver outstanding customer service, resolve enquiries promptly, and promote self-service channels while coordinating with contractors and colleagues to ensure value for money and positive outcomes.

Qualificações

• Experience in a busy contact centre environment.
• Deliver excellent customer service at the first point of contact.
• Strong communication and de-escalation skills.
• Good problem-solving and sound judgement.
• Attention to detail and administrative skills.
• Confidence using IT systems.

Responsabilidades

• 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.

Conhecimentos

Contact centre experience

First contact resolution

Strong communication

Problem solving

Attention to detail

IT proficiency

Ferramentas

Microsoft Outlook

Microsoft Word

Microsoft Excel

Descrição da oferta de emprego

Nottingham Community Housing Association (NCHA) is seeking a Customer Experience Agent to be the voice of housing services, helping customers access repairs, tenancy queries and a range of housing-related services from the first contact.

You will deliver outstanding customer service, resolve enquiries promptly, and promote self-service channels while coordinating with contractors and colleagues to ensure value for money and positive outcomes.