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- Tasks: Assist in managing customer complaints and feedback to improve services.
- Company: Join CCHA, a leading housing association dedicated to community needs.
- Benefits: Enjoy a competitive salary, flexible hours, and a supportive work environment.
- Why this job: Make a real impact in your community while working with a dynamic team.
- Qualifications: Experience in social housing and excellent communication skills are essential.
- Other info: Job share options available; apply by 3rd August 2025.
The predicted salary is between 21500 - 24000 £ per year.
Customer Experience Assistant
- Carlisle, Newcastle or Workington
- 36.25 hours per week (will consider job share)
- Permanent
- £24,929 – £27,260 per annum (FTE based on 36.25 hours per week) + benefits package
Castles & Coasts Housing Association (CCHA) is currently looking to recruit a permanent, full time (36.25 hours per week) Customer Experience Assistant, based in Carlisle, Newcastle or Workington with a salary of £24,929 – £27,260 per annum.
If you are looking for an exciting new role, this is a great opportunity to join the Customer Experience Team at CCHA.
As a Customer Experience Assistant, you’ll play a key role in our complaints process by logging Stage 1 & 2 Complaints, supporting complaint managers for the duration of the complaint and tracking any follow up actions to completion. You will also work with involved residents on our Residents Scrutiny Panel. Other tasks you would be involved in will include managing customer feedback from surveys, processing staff compliments and sending information to groups of residents as required.
We’re looking for candidates with skills and experience that includes experience of working in social housing, delivering great customer service and enjoys working with and meeting new people. An excellent communicator, the successful candidate will be determined to deliver service improvements for our residents.
CCHA owns and manages more than 7,000 homes across the North of England in Cumbria, Northumberland, Tyne and Wear and North Lancashire. As an Association, we focus on the needs of the local communities we serve, tackling the housing crisis, improving services within our communities, and use our strength and efficiency to meet housing service needs. We are committed to providing excellent services to our customers.
If you like what you’ve read, and you would like the opportunity to join the CCHA Team, please complete our application process, telling us how you feel you can add value and dynamism to our team. If you choose to apply, and are successful, you will be rewarded on all levels – a great place to work and a great team of people to work with.
You can find more information on this role by downloading the document available below. If you are looking to make a real difference to the service we provide to our residents, please click “Apply Now” to complete our online application.
Closing date for applications: Sunday the 25th of January 2026
Interviews to be held: (Over Teams) Thursday 29th & Friday 30th of January 2026
Customer Experience Assistant employer: Castles and Coasts Housing Association
Contact Detail:
Castles and Coasts Housing Association Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Assistant
✨Tip Number 1
Familiarise yourself with the specific challenges and needs of the communities served by CCHA. Understanding local issues will help you demonstrate your commitment to improving customer experience during interviews.
✨Tip Number 2
Prepare examples from your past experiences that showcase your ability to handle complaints effectively and improve service delivery. Be ready to discuss how you’ve made a positive impact in previous roles.
✨Tip Number 3
Network with current or former employees of CCHA if possible. They can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 4
Showcase your communication skills by preparing thoughtful questions to ask during the interview. This not only demonstrates your interest in the role but also your proactive approach to understanding the team dynamics.
We think you need these skills to ace Customer Experience Assistant
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Experience Assistant position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Relevant Experience: In your CV and cover letter, emphasise any previous experience in social housing or customer service roles. Provide specific examples of how you've successfully managed customer feedback or complaints in the past.
Communicate Your Passion: Express your enthusiasm for improving services for residents in your application. Mention any personal motivations or experiences that drive your commitment to excellent customer service.
Proofread Your Application: Before submitting, carefully proofread your application for spelling and grammatical errors. A well-presented application reflects your attention to detail and professionalism.
How to prepare for a job interview at Castles and Coasts Housing Association
✨Know the Company
Before your interview, take some time to research Castles & Coasts Housing Association. Understand their mission, values, and the communities they serve. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Highlight Relevant Experience
Make sure to emphasise any previous experience you have in social housing or customer service. Be ready to share specific examples of how you've successfully handled complaints or improved service delivery in past roles.
✨Prepare for Behavioural Questions
Expect questions that assess your problem-solving skills and ability to work with residents. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your ability to deliver excellent customer experiences.
✨Show Enthusiasm for the Role
Express your passion for improving services and making a difference in the community. Let them know why you want to be a Customer Experience Assistant and how you can contribute positively to their team.
