Hybrid Customer Experience Specialist — Training & Growth

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

Benefits offered by this job

Professional Growth

Collaborative Culture

Annual leave 26 days + bank holidays

Pension scheme

Health insurance

Flexible hours

Employee development

Job summary

Citizen Housing Group is seeking a motivated Customer Experience Advisor to support customers via phone, email and webchat, delivering guidance, resolving queries and ensuring each interaction is handled with care.

Join a hybrid team with two in-office days per week. The role is fixed-term, with comprehensive training and ongoing coaching to help you grow within a supportive environment.

Qualifications

• Customer service experience and a passion for helping people.
• Excellent verbal and written communication skills.
• Ability to work to deadlines.
• Ability to navigate and operate multiple in-house systems.
• Background in social housing.
• Experience with CRM systems.

Responsibilities

• Handle customer enquiries via telephone, digital channels and email.
• Keep accurate records and enable reporting against performance indicators.
• Engage customers to seek views on service delivery and improvements.
• Maintain a positive, can-do attitude to deliver excellent service.
• Deliver solutions and provide a positive image of Citizen.
• Own and resolve customer enquiries within targets.

Skills

Customer service experience

Excellent communication

Meet deadlines

In-house systems

Social housing background

CRM systems

Tools

CRM systems

Job description

Citizen Housing Group is seeking a motivated Customer Experience Advisor to support customers via phone, email and webchat, delivering guidance, resolving queries and ensuring each interaction is handled with care.

Join a hybrid team with two in-office days per week. The role is fixed-term, with comprehensive training and ongoing coaching to help you grow within a supportive environment.