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- Tasks: Help resolve customer complaints and ensure a top-notch experience.
- Company: Join NCHA, a dedicated team focused on delivering quality outcomes for customers.
- Benefits: Enjoy hybrid working, generous leave, development opportunities, and a company pension.
- Why this job: Be the voice of the customer in a supportive and inclusive environment.
- Qualifications: Strong communication skills and experience in frontline customer roles are essential.
- Other info: Exciting move to new offices in Clifton in late 2024!
The predicted salary is between 24000 - 36000 £ per year.
The Customer Experience team are an integral part of NCHA. Our purpose is to deliver high quality outcomes for our customers; we understand that sometimes we get things wrong but we act decisively to restore confidence and work tirelessly to prevent the issue from recurring. As a Customer Resolution Agent you will provide effective investigation and resolution to customer complaints. We’re looking for someone who can ensure a timely and high-quality experience is always offered and that commitments made to customers are monitored to ensure they are met. Someone who is effective at co-ordinating with key stakeholders to ensure that they have the necessary information to mitigate the risk of further customer dissatisfaction. Someone who can advocate for the voice of the customer. If you’re calm, diplomatic, with the ability to remain impartial then you could be our next Customer Resolution Agent! Apply today! Knowledge of social housing and/or care and support is desirable but not essential for the role. We need the right skills and experience to ensure the needs of our customers are met. We would love to hear from you if you have the below qualities and experience: * Excellent communication skills * Good attention to detail and analytical skills * Experience in frontline customer roles * Experience with complaint investigations * An understanding of the needs of people from diverse social, cultural and racial backgrounds and vulnerable adults The role is full time, Monday – Friday 08:00 – 17:00, with hybrid working available. While we are currently based in Bulwell in Nottinghamshire, we are very excited about our move to Clifton in late 2024 to our brand-new purpose-built offices. Closing Date: 24th July 2024 Interview Date: 6th August 2024 Previous applicants and colleagues re-applying will be reviewed at the manager’s discretion. Please note that we are not currently offering visa sponsorship. Why work with us? In addition to generous annual leave, development opportunities and company pension, we also have many more amazing benefits at NCHA. NCHA strives to be a welcoming and inclusive employer as such we particularly welcome applicants from ethnic minority communities, LGBTQ+ communities, candidates with disabilities, as they are currently under-represented within our workforce
Locations
Customer Resolution Agent employer: Nottingham Community Housing Association Ltd
Contact Detail:
Nottingham Community Housing Association Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolution Agent
✨Tip Number 1
Familiarise yourself with the principles of customer service and complaint resolution. Understanding how to effectively handle complaints and restore customer confidence will show that you are proactive and knowledgeable about the role.
✨Tip Number 2
Research NCHA's values and mission. Being able to articulate how your personal values align with theirs during the interview can demonstrate your commitment to their goals and the importance of customer satisfaction.
✨Tip Number 3
Prepare examples from your past experiences where you've successfully resolved customer issues or complaints. This will help you illustrate your problem-solving skills and ability to advocate for customers effectively.
✨Tip Number 4
Network with current or former employees of NCHA if possible. They can provide insights into the company culture and expectations, which can be invaluable in tailoring your approach during the interview process.
We think you need these skills to ace Customer Resolution Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in frontline customer roles and complaint investigations. Use specific examples that demonstrate your excellent communication skills and attention to detail.
Craft a Compelling Cover Letter: In your cover letter, express your understanding of the importance of customer satisfaction and how you can advocate for the voice of the customer. Mention any experience you have with diverse social, cultural, and racial backgrounds.
Showcase Problem-Solving Skills: Provide examples in your application of how you've effectively resolved customer complaints in the past. Highlight your ability to remain calm and diplomatic under pressure.
Research NCHA: Familiarise yourself with NCHA's mission and values. Understanding their commitment to high-quality outcomes for customers will help you align your application with their goals.
How to prepare for a job interview at Nottingham Community Housing Association Ltd
✨Showcase Your Communication Skills
As a Customer Resolution Agent, excellent communication is key. Be prepared to demonstrate your ability to convey information clearly and effectively, both verbally and in writing. Think of examples where you've successfully resolved issues through strong communication.
✨Highlight Your Attention to Detail
Attention to detail is crucial in this role, especially when investigating complaints. During the interview, share specific instances where your analytical skills helped you identify problems or improve processes. This will show that you can handle complex situations with care.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle specific customer complaints. Prepare by thinking through potential scenarios and your approach to resolving them. This will help you demonstrate your problem-solving skills and calm demeanour under pressure.
✨Understand the Importance of Diversity
NCHA values diversity and inclusion, so be ready to discuss your understanding of the needs of people from various backgrounds. Share any relevant experiences that highlight your ability to advocate for diverse customers and ensure their voices are heard.
