Customer Experience Agent - Housing and Property Services in Clifton

Salary: £27,893 - £31,934 per annum

Location: Clifton

Hours: 35

Closing Date: 28/10/2026 23:59

This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in 7 days at 23:59 BST.

Helping Our Customers

Equality Diversity and Inclusion Strategy

Customer Experience Agent - Housing Property Services Role Profile.docx

The Vacancy

Ready to be the voice of NCHA and make a real difference for our customers every day?

At NCHA, our purpose is simple: More homes, great services and better lives. Behind every repair, tenancy query, or housing service request is a customer looking for support, reassurance and a positive outcome. As a Customer Experience Agent, you'll be at the heart of that journey, helping customers access the services they need and delivering excellent experiences from the very first contact.

What You'll Be Doing

• Be the first point of contact for customers across telephone, email, live chat and other contact channels.
• Deliver outstanding customer experiences and aim for first-contact resolution wherever possible.
• Diagnose repair issues accurately and arrange appointments to ensure value for money and reduce repeat visits.
• Support customers with a wide range of housing and property-related enquiries.
• Identify customer needs, including vulnerability and risk factors, to ensure the right support is provided.
• Promote and coach customers on using NCHA's self-service channels.
• Work closely with colleagues and contractors to resolve customer queries efficiently.
• Maintain accurate customer records and update NCHA systems.
• Help identify opportunities to improve customer journeys and service delivery.

Why join NCHA?

At NCHA, you'll be part of an organisation that genuinely cares about its customers, communities and colleagues. We invest in our people through training, coaching and development opportunities, helping you build your skills and progress your career. You'll join a supportive team that lives our CLEAR values: Caring, Learning, Enthusiastic, Accountable and Resilient.

What You'll Bring

We're looking for someone who enjoys helping people and thrives in a fast-paced customer-focused environment.

You'll Have

• Experience working in a busy contact centre environment.
• A track record of delivering excellent customer service and resolving enquiries at the first point of contact.
• Strong communication skills with the ability to use tact, diplomacy and conflict resolution techniques to de-escalate challenging situations.
• Good problem-solving skills and sound judgement.
• Strong attention to detail and administrative skills.
• Confidence using IT systems, including Microsoft Outlook, Word and Excel.
• A passion for helping customers and achieving positive outcomes.

Working arrangements

This role is 35 hours per week, Monday to Friday, 9:00am - 5:00pm. On a hybrid basis with a mix of home and office-based working.

The Company

We’re Nottingham Community Housing Association, known to many as NCHA. We’ve been around since 1973, and we're really proud of that. We're more than just a housing association: we deliver care and support to people all over the East Midlands. Read our story to find out more about us.

Some Benefits

• Wellbeing
• plan
• NCHA
• pension
• Free DBS
• checks
• £250 referral bonus
• Generous annual
• leave
• Free healthcare
• cash plan
• Company social
• events
• Enhanced maternity, paternity and adoption leave and pay
• Free training and development
• Access to cycle to work and discounted bus pass schemes

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