At a Glance
- Tasks: Be the voice of NCHA, helping customers with housing and property services.
- Company: Join a caring organisation focused on homes, services, and better lives.
- Benefits: Hybrid working, training opportunities, and a supportive team culture.
- Other info: Fixed term role until September 2027 with great career progression potential.
- Why this job: Make a real difference in people's lives every day through excellent customer service.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 24030 - 29370 £ per year.
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.
This is an exciting opportunity to join our Housing & Property Services Customer Experience team on a fixed term basis in a varied and rewarding role where no two days are the same.
Whether you're resolving a repair issue, supporting a vulnerable customer, or helping someone navigate our self-service options, you'll play a key role in delivering the outstanding service our customers deserve.
What you'll be doing
As a Customer Experience Agent, you'll
- 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.
This is a Fixed Term role until September 2027.
Interested?
If you're passionate about delivering outstanding customer service and want to make a difference to the lives of our customers every day, we'd love to hear from you.
Useful information
Please note: we do not offer visa sponsorship.
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Fixed Term Customer Experience Agent - Housing And Property Services employer: Nottingham Community Housing Association Ltd
NCHA is an exceptional employer that prioritises a supportive and inclusive work culture, making it an ideal place for compassionate individuals to thrive as Support Workers. With comprehensive training provided, employees have the opportunity to grow their skills while making a meaningful impact in the lives of service users with learning disabilities. Located in Sutton-in-Ashfield, the organisation values teamwork and offers flexible shift patterns, ensuring a rewarding experience for those dedicated to providing high-quality care.
Contact Details:
Nottingham Community Housing Association Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Fixed Term Customer Experience Agent - Housing And Property Services
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nottingham Community Housing Association Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nottingham Community Housing Association Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Fixed Term Customer Experience Agent - Housing And Property Services
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nottingham Community Housing Association Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Nottingham Community Housing Association Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nottingham Community Housing Association Ltd!
How to prepare for a job interview at Nottingham Community Housing Association Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
