Customer Experience Agent

About the company

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.

Your tasks

This is an exciting opportunity to join our Housing & Property Services Customer Experience team 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.

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.

Requirements

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.

What we offer

£27,893 - £31,934 per annum Ready to be the voice of NCHA and make a real difference for our customers every day?

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.

How to apply

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.

Apply today and become part of the team helping us deliver more homes, great services and better lives.

Other

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.

Please note: we do not offer visa sponsorship.