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- Tasks: Resolve customer complaints and ensure high-quality service delivery.
- Company: Join Nottingham Community Housing Association, dedicated to improving lives in the community.
- Benefits: Enjoy hybrid working, generous leave, and development opportunities.
- Other info: We're moving to brand-new offices in Clifton in late 2024!
- Why this job: Be a voice for customers and make a real impact in their lives.
- Qualifications: Excellent communication skills and experience in frontline customer roles are essential.
The predicted salary is between 24000 - 24200 £ per year.
The Customer Experience team are an integral part of NCHA. Our purpose is to deliver high quality outcomes for our customers; we understand that sometimes we get things wrong but we act decisively to restore confidence and work tirelessly to prevent the issue from recurring.
As a Customer Resolution Agent you will provide effective investigation and resolution to customer complaints. We’re looking for someone who can ensure a timely and high-quality experience is always offered and that commitments made to customers are monitored to ensure they are met. Someone who is effective at co-ordinating with key stakeholders to ensure that they have the necessary information to mitigate the risk of further customer dissatisfaction. Someone who can advocate for the voice of the customer. If you’re calm, diplomatic, with the ability to remain impartial then you could be our next Customer Resolution Agent! Apply today!
Skills
Knowledge of social housing and/or care and support is desirable but not essential for the role. We need the right skills and experience to ensure the needs of our customers are met. We would love to hear from you if you have the below qualities and experience:
- Excellent communication skills
- Good attention to detail and analytical skills
- Experience in frontline customer roles
- Experience with complaint investigations
- An understanding of the needs of people from diverse social, cultural and racial backgrounds and vulnerable adults
The role is full time, Monday – Friday 08:00 – 17:00, with hybrid working available. While we are currently based in Bulwell in Nottinghamshire, we are very excited about our move to Clifton in late 2024 to our brand-new purpose-built offices.
Closing Date: 24th July 2024
Interview Date: 6th August 2024
Previous applicants and colleagues re-applying will be reviewed at the manager’s discretion.
Please note that we are not currently offering visa sponsorship.
Why work with us?
In addition to generous annual leave, development opportunities and company pension, we also have many more amazing benefits at NCHA.
NCHA strives to be a welcoming and inclusive employer as such we particularly welcome applicants from ethnic minority communities, LGBTQ+ communities, candidates with disabilities, as they are currently under-represented within our workforce. #J-18808-Ljbffr
Customer Resolution Agent employer: Nottingham Community Housing Association
Contact Detail:
Nottingham Community Housing Association Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolution Agent
✨Tip Number 1
Familiarise yourself with the principles of customer service and complaint resolution. Understanding how to effectively manage customer complaints will show that you are proactive and ready to tackle challenges head-on.
✨Tip Number 2
Research Nottingham Community Housing Association and their values. Knowing their mission and how they serve the community can help you align your responses during interviews, demonstrating your genuine interest in the role.
✨Tip Number 3
Prepare examples from your past experiences where you've successfully resolved conflicts or complaints. This will help you illustrate your problem-solving skills and ability to advocate for customers effectively.
✨Tip Number 4
Network with current or former employees of NCHA if possible. They can provide insights into the company culture and expectations, which can be invaluable during your interview preparation.
We think you need these skills to ace Customer Resolution Agent
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Resolution Agent position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: Emphasise any previous experience in frontline customer roles or complaint investigations. Use specific examples to demonstrate your problem-solving skills and ability to handle customer dissatisfaction effectively.
Showcase Communication Skills: Since excellent communication is crucial for this role, ensure your application reflects your ability to communicate clearly and diplomatically. Consider including examples of how you've successfully resolved conflicts or communicated with diverse groups.
Personalise Your Application: Make your application stand out by personalising it. Address the hiring manager by name if possible, and express your genuine interest in working for Nottingham Community Housing Association. Mention why you resonate with their mission and values.
How to prepare for a job interview at Nottingham Community Housing Association
✨Showcase Your Communication Skills
As a Customer Resolution Agent, excellent communication is key. Be prepared to demonstrate your ability to convey information clearly and effectively, both verbally and in writing. Use examples from your past experiences where you successfully resolved customer issues through effective communication.
✨Highlight Your Problem-Solving Abilities
This role requires a knack for investigating and resolving complaints. During the interview, share specific instances where you identified problems, analysed the situation, and implemented solutions. This will show your potential employer that you can handle challenges calmly and efficiently.
✨Understand the Importance of Stakeholder Coordination
Being able to coordinate with key stakeholders is crucial in this position. Familiarise yourself with how different departments work together to resolve customer issues. Discuss any relevant experiences where you collaborated with others to achieve a common goal.
✨Demonstrate Empathy and Cultural Awareness
Given the diverse backgrounds of customers, it's important to show empathy and understanding. Prepare to discuss how you have worked with individuals from various social, cultural, and racial backgrounds. This will highlight your ability to advocate for the voice of the customer effectively.