Hybrid Housing & Property Customer Specialist

The Methodist Church in Britain; Clifton; Hybride; GBP 21 000 - 27 000; Plein temps

Avantages offerts par ce poste

Training and development opportunities

Résumé du poste

Nottingham Community Housing Association is seeking an enthusiastic contact centre associate to be the first point of contact for customers via phone, email, and live chat. The role focuses on resolving housing queries, arranging appointments, and coaching customers to use self-service channels.

The position is fixed-term with hybrid working during weekday daytime hours, supporting vulnerable customers and coordinating with contractors to resolve issues efficiently.

Qualifications

• Experience in a busy contact centre environment.
• Strong customer service orientation and ability to resolve enquiries at first contact.
• Proficient with Microsoft Office tools (Outlook, Word, Excel).

Responsabilités

• Be first point of contact for customers by phone, email, live chat and other channels.
• Deliver excellent customer experiences and aim for first-contact resolution.
• Diagnose repair issues and arrange appointments to add value and reduce repeat visits.
• Support customers with a wide range of housing and property enquiries.
• Identify customer needs, including vulnerability and risk, to provide appropriate support.
• Promote and coach customers to use self-service channels.
• Collaborate with colleagues and contractors to resolve queries efficiently.
• Maintain accurate customer records in NCHA systems.
• Identify opportunities to improve customer journeys and service delivery.

Connaissances

Communication

Problem solving

Attention to detail

Conflict resolution

De-escalation

Customer service

Outils

Microsoft Outlook

Microsoft Word

Microsoft Excel

Description du poste

Nottingham Community Housing Association is seeking an enthusiastic contact centre associate to be the first point of contact for customers via phone, email, and live chat. The role focuses on resolving housing queries, arranging appointments, and coaching customers to use self-service channels.

The position is fixed-term with hybrid working during weekday daytime hours, supporting vulnerable customers and coordinating with contractors to resolve issues efficiently.