At a Glance
- Tasks: Support customers through phone, email, and webchat, resolving queries with care and empathy.
- Company: Join a brave and ambitious team at Citizen, dedicated to exceptional customer service.
- Benefits: Enjoy competitive salary, generous leave, health insurance, and professional development opportunities.
- Other info: Flexible hybrid working model with a positive, inclusive team culture.
- Why this job: Make a real difference every day while building relationships and enhancing your career.
- Qualifications: Previous customer service experience and fantastic communication skills are essential.
The predicted salary is between 30080 - 30080 £ per year.
Position: Customer Experience Associate
Basis: 6 Month Fixed Term Contract Opportunities
Salary: £30,080 per annum
Work Pattern: 37 hours, varied shifts between the hours of 8am-6pm, Monday to Friday
We are brave, we are ambitious, we are honest, and we are Citizen!
Manager's quote: Join Our Customer Experience Team and Make a Difference Every Day
Are you passionate about helping people and delivering exceptional service? Do you enjoy solving problems, building relationships, and making a positive impact? If so, we'd love to hear from you.
As a valued member of our Customer Experience Team, you'll play a key role in supporting our customers through phone, email, and webchat. You'll be the first point of contact for many of our customers, providing guidance, resolving queries, and ensuring every interaction is handled with care, professionalism, and empathy.
No two days are the same. You'll have the opportunity to make a real difference by helping customers find solutions and delivering an experience that leaves them feeling valued and supported.
We believe great people deserve great support. That's why we'll invest in your success from day one with comprehensive training, ongoing coaching, and the encouragement of a friendly and experienced team.
Whether you're looking to build on your existing customer service experience or take the next step in your career, we'll provide the tools and opportunities to help you grow.
Our hybrid working approach combines the benefits of working from home with the collaboration and connection that comes from being with your colleagues, with a minimum of two days per week in the office.
You'll be joining a positive, inclusive team culture where everyone's contribution is recognised and where teamwork, development, and customer satisfaction are at the heart of everything we do.
This role is offered on a fixed-term contract, making it a fantastic opportunity to gain valuable experience, develop new skills, and enhance your career in a customer-focused environment.
You'll have the chance to make an impact from day one while working with a team that's committed to delivering outstanding customer experiences.
If you're a confident communicator who enjoys helping others, thrives in a fast-paced environment, and takes pride in delivering excellent service, we'd love to hear from you.
Join our Customer Experience Team and discover a role where you can learn, grow, and make every customer interaction count.
Key Responsibilities:
- Be responsible for handling a variety of customer enquiries via the telephone, digital channels and electronically, responding to service requests and conducting surveys.
- Keep accurate records and updating systems to enable reporting against performance indicators.
- Actively participate in activities to engage customers in the service and seek their views on service delivery and improvements.
- Positive can-do approach to achieve customer satisfaction.
- Display a positive, flexible and proactive can-do attitude to delivering an excellent service when dealing with challenging and more complex enquiries leaving customers with a positive image of Citizen.
- Take ownership and responsibility for dealing with customer enquiries through to a satisfactory resolution within performance targets.
Skills & Experience:
- Previous customer service experience and a passion for helping people.
- Fantastic communication skills both verbal and written.
- Ability to work to deadlines.
- Ability to navigate and operate multiple in-house systems.
- A background in social housing.
- Experience with CRM systems.
What We Offer:
- Professional Growth: Opportunities for continuous learning and career advancement.
- Collaborative Culture: Work alongside a team of dedicated professionals who support and inspire each other.
- Benefits:
- Annual Leave: Annual leave starts at 26 days per year plus bank holidays.
- Annual leave purchase scheme - option to buy up to an additional 5 days per year.
- Enhanced family leave (maternity, paternity and adoption).
- Organisational sick pay.
- Generous Pension Scheme: The option to contribute 4%, 6% or up to 10% which Citizen will match.
- Competitive Salary: We offer a competitive compensation package.
- Health and Wellness: Comprehensive health insurance and wellness programs.
- Work-Life Balance: Flexible working hours and generous leave policies.
- Employee Development: Access to training programs and career development resources.
Closing date: 16th November 2026
Interview date: 9th & 10th December 2026
We welcome applications from all backgrounds and can make reasonable adjustments to support you through the process.
Please note we will be reviewing applications throughout the campaign and may invite candidates to interview at any time. We reserve the right to close this role earlier than the published closing date should a suitable candidate be identified.
Customer Experience Associate - Birmingham, West Midlands, United Kingdom in Hockley employer: Citizen Housing
As a Senior Manager in Risk and Business Management at our Birmingham location, you will join a dynamic team that values bravery, ambition, and honesty. We offer a supportive work culture with flexible hybrid working arrangements, competitive salary, and opportunities for professional growth, all while being part of an organisation recognised for its outstanding governance in the social housing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Associate - Birmingham, West Midlands, United Kingdom in Hockley
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Citizen Housing.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Citizen Housing. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Experience Associate - Birmingham, West Midlands, United Kingdom in Hockley
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Citizen Housing.
How to prepare for a job interview at Citizen Housing
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Citizen Housing's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Citizen Housing offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
