At a Glance
- Tasks: Triage customer enquiries and prioritise urgent cases in a fast-paced environment.
- Company: Reputable housing association committed to excellent customer service.
- Benefits: Gain valuable experience, develop skills, and work in a supportive team.
- Other info: Temporary role with potential for extension; perfect for gaining hands-on experience.
- Why this job: Make a real difference by helping vulnerable customers and improving service delivery.
- Qualifications: Experience in customer service or administrative roles with strong organisational skills.
The predicted salary is between 30000 - 32907 £ per year.
Temporary CX Triage Support Administrator
Location: Norfolk (3 days per week on-site)
Contract: Initial 3 months (with potential to extend)
We are partnering with a well-established housing association in the Norfolk area seeking a Temporary CX Triage Support Administrator to provide short-term operational support to their Customer Experience team during a period of increased service demand. This is a hands-on role focused on triaging customer enquiries, identifying risk and vulnerability, ensuring response times are met, and directing cases to the appropriate teams. You will play a key part in making sure high-risk and high-priority issues are identified and progressed promptly.
About the Role
As Temporary CX Triage Support Administrator you will review and prioritise incoming customer enquiries, elevate high-risk cases, support the wider Customer Experience team with workload allocation, and help maintain oversight of demand across multiple channels. The role requires strong organisational skills, sound judgement, and the ability to work at pace in a busy operational environment.
Key Responsibilities
- Review and triage incoming enquiries received via the organisation's ticketing system and website enquiry forms.
- Identify and prioritise emergency repairs, urgent repairs, routine repairs, vulnerable customer cases, and safeguarding concerns.
- Escalate high-risk cases, emerging themes, and service risks to the CX Manager.
- Ensure enquiries relating to HHSRS hazards, damp and mould, health and safety concerns, and vulnerability/wellbeing are correctly identified and prioritised.
- Log urgent and routine repairs where required and ensure they are directed to the correct team.
- Challenge and redirect enquiries that have been incorrectly sent to Customer Experience, ensuring ownership sits with the appropriate service area.
- Support the allocation and prioritisation of work across the Customer Experience team.
- Monitor customer contacts to ensure compliance with response and resolution times.
- Identify bottlenecks, trends, and service issues and flag these to management.
- Support backlog reduction and ensure high-priority customer issues are progressed promptly.
- Help maintain oversight of customer demand and coordinate priorities across multiple channels.
Requirements
- Experience working in a customer service, contact centre, housing, or administrative environment.
- Strong ability to assess, prioritise, and manage competing workloads.
- Experience handling sensitive customer enquiries and identifying vulnerability.
- Ability to make informed decisions using established policies and procedures.
- Strong organisational and administrative skills with excellent attention to detail.
- Confident using case management, CRM, or ticketing systems.
- Ability to work independently and escalate issues as necessary.
- Excellent written and verbal communication skills.
Customer Experience Triage Support Administrator in King's Lynn employer: G-NIUS | Powered by Goodman Masson
As an Entity Controller in Slough, you will join a dynamic Finance team that values collaboration and innovation. The company offers a supportive work culture with hybrid working options, competitive salary, and comprehensive benefits including generous annual leave, private medical insurance, and opportunities for professional growth. With a focus on continuous improvement and a commitment to employee development, this role provides a meaningful opportunity to contribute to the financial integrity of key US legal entities within a large multinational organisation.
Contact Details:
G-NIUS | Powered by Goodman Masson Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Triage Support Administrator in King's Lynn
✨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 G-NIUS | Powered by Goodman Masson.
✨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 G-NIUS | Powered by Goodman Masson. 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 Triage Support Administrator in King's Lynn
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 G-NIUS | Powered by Goodman Masson.
How to prepare for a job interview at G-NIUS | Powered by Goodman Masson
✨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 G-NIUS | Powered by Goodman Masson'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 G-NIUS | Powered by Goodman Masson 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!
