This fixed-term post sits in the Housing & Property Services Customer Experience team at Nottingham Community Housing Association, running until September 2027. The work centres on being the first contact for customers by phone, email and live chat, resolving repair and housing queries and arranging appointments. The role is hybrid, with a mix of office and home working on weekday daytime hours, and includes supporting vulnerable customers and coaching them to use self-service channels. No visa sponsorship is offered.
What the job involves
- First point of contact for customers by telephone, email, live chat and other channels
- Deliver excellent customer experiences, aiming for first-contact resolution
- Diagnose repair issues and arrange appointments to give value for money and reduce repeat visits
- Support customers with a wide range of housing and property enquiries
- Identify customer needs, including vulnerability and risk, so the right support is provided
- Promote and coach customers to use NCHA's self-service channels
- Work with colleagues and contractors to resolve customer queries efficiently
- Maintain accurate customer records and update NCHA systems
- Identify opportunities to improve customer journeys and service delivery
What’s required
Experience
- Experience working in a busy contact centre environment
- Track record of excellent customer service and resolving enquiries at the first point of contact
Skills & knowledge
- Strong communication skills, including tact, diplomacy and conflict resolution to de-escalate challenging situations
- Good problem-solving skills and sound judgement
- Strong attention to detail and administrative skills
- Confidence using Microsoft Outlook, Word and Excel
Other
- Passion for helping customers and achieving positive outcomes
What’s offered
- Training, coaching and development opportunities to build skills and progress your career
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Fixed Term Customer Experience Agent - Housing and Property Services in Clifton employer: Nottingham Community Housing Association
At NCHA, we pride ourselves on being an excellent employer that values compassion and teamwork. Our supportive work culture fosters personal and professional growth, providing employees with opportunities to make a meaningful impact in the lives of young people in Newark. With competitive salaries and a commitment to staff development, we ensure that our team feels valued and empowered in their roles.
Contact Details:
Nottingham Community Housing Association Recruitment Team
