Hybrid CX Agent – Housing & Property

The Methodist Church in Britain; Clifton; Hybrid; GBP 21,000 - 26,000; Full time

Job summary

Nottingham Community Housing Association is seeking a Customer Experience Agent within the Housing & Property Services team. You will manage first-contact interactions via phone, email or live chat to resolve repair and tenancy queries, arranging appointments and supporting vulnerable customers.

The role is hybrid, combining home and office work on weekday days, with prior contact centre experience preferred.

Qualifications

• Experience working in a busy contact centre environment.
• Track record of excellent customer service and resolving enquiries at the first point of contact.

Responsibilities

• First point of contact for customers by telephone, email, live chat and other channels
• Deliver excellent customer experiences, aiming for first-contact resolution
• Diagnose repair issues and arrange appointments to ensure value for money and fewer repeat visits
• Handle a wide range of housing and property enquiries
• Identify customer needs, including vulnerability and risk, and ensure the right support is provided
• Promote and coach customers to use NCHA's self-service channels
• Work with colleagues and contractors to resolve queries efficiently
• Keep customer records accurate and update NCHA systems
• Identify opportunities to improve customer journeys and service delivery

Skills

Strong communication

Problem solving

Attention to detail

Conflict resolution

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Nottingham Community Housing Association is seeking a Customer Experience Agent within the Housing & Property Services team. You will manage first-contact interactions via phone, email or live chat to resolve repair and tenancy queries, arranging appointments and supporting vulnerable customers.

The role is hybrid, combining home and office work on weekday days, with prior contact centre experience preferred.