Customer Experience Agent - Housing and Property Services in Nottingham

Salary: £26,950 - £30,855 per annum

Location: Nottingham

Hours: 35

Closing Date: 18/03/2026 23:59

Do you have a superb level of customer service with a desire to join a dynamic company? Have you got what it takes to become NCHA’s top quality Customer Experience Agent? Providing “More homes, great services, and better lives” is what we aim to achieve at NCHA. We can only achieve this through the dedication and talent of our amazing colleagues and you can be a part of our journey too as a Customer Experience Agent. We have multiple permanent positions available!

The role – What will it involve?

• Working in a busy environment, you will be the first point of contact for our customers, responding to and resolving a variety of issues raised in relation to our Housing and Property Services department.
• You will be customer driven and enthusiastic when dealing with customers via all contact platforms, over the telephone, email, live chat and social media.
• Help deliver an outstanding, easy and effortless journey for our customers.
• Delivering ‘right first time’ as standard practice.
• Helping to reduce complaints.
• Diagnosing and appointing repairs and giving out safety advice.
• Dealing with a variety of housing queries regarding tenancies, rents, service charge and anti-social behaviour.
• Promoting self-service channels.
• Adhering to NCHA’s policies and procedures when passing on information.
• Updating information accurately into NCHA’s housing management systems.

What We Require

• Demonstrable experience of working in a fast paced contact centre.
• Resolving difficult situations is essential for this post so you need excellent communication skills and the ability to de-escalate customer issues.
• You will need effective problem solving skills and a good level of numeracy, literacy and IT skills are advantageous as you will be expected to clearly communicate to individuals on a daily basis and input data into our systems.
• Experience of Outlook, Microsoft Word and Microsoft Excel is essential although we can get you up to speed with our fantastic training!
• This role will involve agile working between our sites around Nottinghamshire. A strong internet connection will be required when home working.

Working hours

This position is for 35 hours per week over 5 full days (Monday - Friday 9am – 5pm). This role is hybrid, so we support people working from home for part of the week. We are hiring for permanent and fixed term roles up to 12 months.

Useful Top Tips

• You will need to attach a CV in order to apply for this role. All correspondence will be via your registered email address.
• View the full Role Profile in the document tab at the top of the page and refer to the Person Specification section of the Role Profile to complete your application – show us why you are suitable!
• All successful candidates may be required to take a work related test prior to the interview.
• Please note we do not offer visa sponsorship.
• Previous applicants will only be considered at the manager's discretion.

NCHA strives to be a welcoming and inclusive employer as such we particularly welcome applicants from ethnic minority communities, LGBTQ+ communities, women, as they are currently under-represented within our workforce and specifically within in our Property services department.

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.

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