Hybrid Customer Experience Associate

Citizen Housing Group; Birmingham; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Hybrid working

Training and development

26 days leave + bank holidays

Pension scheme

Health insurance

Flexible hours

Career progression

Job summary

Citizen Housing Group is recruiting for a Customer Experience Advisor to support customers by phone, email and webchat. You will be the first point of contact, guiding customers, resolving queries and ensuring interactions are handled with care and professionalism.

The role offers hybrid working with a minimum of two days in the office, on a fixed-term contract, providing training and development opportunities within a supportive team culture.

Qualifications

• Experience in customer service roles.
• Excellent verbal and written communication skills.
• Ability to meet deadlines.
• Ability to use multiple in-house systems.
• Background in social housing.
• Experience with CRM systems.

Responsibilities

• Handle customer enquiries via phone, email and webchat.
• Keep accurate records and update systems for reporting.
• Engage customers to gather feedback and drive service improvements.
• Maintain a positive, proactive attitude to deliver excellent service.
• Delight customers and resolve enquiries within targets.
• Take ownership of enquiries and see them through to resolution.

Skills

Customer service

Communication

Deadline management

Multi-system navigation

Social housing

CRM systems

Tools

CRM software

Job description

Citizen Housing Group is recruiting for a Customer Experience Advisor to support customers by phone, email and webchat. You will be the first point of contact, guiding customers, resolving queries and ensuring interactions are handled with care and professionalism.

The role offers hybrid working with a minimum of two days in the office, on a fixed-term contract, providing training and development opportunities within a supportive team culture.