This Customer Experience Agent post sits in the Housing & Property Services Customer Experience team at Nottingham Community Housing Association, where first contact comes by phone, email or live chat. The work covers repair faults, tenancy queries and other housing requests, including arranging appointments and identifying vulnerable customers who need extra support. It is hybrid, splitting time between home and office on weekday daytime hours, and asks for experience of a busy contact centre. 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 ensure value for money and fewer repeat visits
- Handle a wide range of housing and property enquiries
- Identify customer needs, including vulnerability and risk, and ensure the right support is provided
- Promote and coach customers to use NCHA's self-service channels
- Work with colleagues and contractors to resolve queries efficiently
- Keep customer records accurate 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, using 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 IT systems, including 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
- Hybrid working, with a mix of home and office-based working
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Contact Details:
The Methodist Church in Britain Recruitment Team
