Hybrid Customer Experience Specialist (35h/wk)

Nottingham Community Housing Association Ltd

England

Hybrid

GBP 21,000 - 27,000

Full time

10 days ago

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Benefits offered by this job

Hybrid working

Job summary

Nottingham Community Housing Association Ltd (NCHA) is seeking a Customer Experience Agent to be the voice of our housing services. You will be the first point of contact across phone, email, live chat, and other channels, delivering outstanding experiences and driving first-contact resolutions for a diverse customer base.

Join our Housing & Property Services Customer Experience team to support repairs, tenancy queries, and self-service options.

Qualifications

Experience working in a busy contact centre.
Track record of delivering excellent customer service at first contact.
Strong communication skills with tact and diplomacy.
Good problem-solving skills and sound judgement.
Attention to detail and administrative skills.

Responsibilities

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.
Diagnose repair issues and arrange appointments to ensure value for money.
Support customers with housing and property-related enquiries.
Identify vulnerability and risk factors to provide the right support.
Promote self-service channels to customers.
Work with colleagues and contractors to resolve queries efficiently.
Maintain accurate customer records in NCHA systems.
Identify opportunities to improve customer journeys and service delivery.