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Customer Experience Adviser

Salary: starting at £23,204

Position: Full time & fixed term roles of 37 hours between the hours of 8am-6pm

Location: Birmingham/ Hybrid

We are brave, we are ambitious, we are honest, and we are Citizen!

Our busy and helpful Customer Experience team receive around 800 calls per day. As a Customer Experience Adviser, you will be supporting customers with a wide range of queries such as repairs, tenancy enquiries and much more.

We offer excellent career progression and training, with many of the Customer Experience Advisers progressing to further internal positions within Citizen. We also offer a hybrid working approach, with our teams working both from home and from our impressive offices on Birmingham Business Park, near to Birmingham Airport.

In housing you can make a real difference, in the role of a Customer Experience Adviser you will:

• Provide an excellent service to all our customers, via calls, emails, and other channels in a timely manner to ensure we are delivering or exceeding customer expectations
• Diagnose problems and offer advice to customers to resolve their issues as promptly as possible
• Build strong working partnerships with colleagues and third parties to ensure best possible service for customers
• Maintain customer records and update systems

As a Customer Experience Adviser, we need you to have:

• Previous customer service experience and a passion for helping people
• Fantastic communication skills – both verbal and written
• PC literate
• Ability to work to deadlines

We would be really excited if you have :

• A background in social housing

Our people are everything and we offer:

• ‘Live to work’ scheme which actively encourages work-life balance

• Hybrid working – Work from home and the office!
• Annual leave starts at 25 days per year, increasing with length of service
• Enhanced family leave
• Employee Assistance Programme – a 24/7 service which gives you free, confidential advice and support on a range of issues as well as access to telephone counselling
• Free membership of a health plan with discounts on medical treatments and a range of other services including gym memberships, cinema tickets and restaurants
• Opportunities for salary progression, which is directly linked to performance reviews
• Recognition through our Employee Excellence Awards
• Representation opportunities on our Staff Consultative Forum
• Pension Scheme – Citizen match up to 10%
• If part of the pension scheme you are entitled to Life cover
• Cycle to work scheme
• Dress for your day
• Free on-site parking
• We believe everyone has something to give and encourage everyone to be the best they can be to reach their full potential with extensive learning and development opportunities and Study Leave

This post is subject to a Basic DBS check (Disclosure and Barring Service).

Please note we will be reviewing applications throughout the campaign and may invite candidates to interview at any time. We reserve the right to close this advert earlier than the published closing date should enough suitable candidates be identified.

Further information on our selection process and Equality and Diversity commitment can be found at www.citizenhousing.org.uk

Closing date: 27 August 2023

Interview date: 5/6 September 2023

This is a great opportunity for you to join one of the UK’s most trusted social housing providers.

Citizen owns and manages 30,000 homes across the West Midlands, including diverse communities from urban tower blocks to rural villages and towns; but we provide more than housing – our homes are a foundation for life.

We are proud to be an organisation which deals directly with the consequences of our housing crisis by providing homes for people who can’t access them on the market.

We are a not-for-profit organisation and a registered charity. All the money we make goes back into improving our homes and services and building new homes so that we can help more people.

Working for Citizen not only offers you the chance to work for an award-winning, big-hitting organisation in the West Midlands, it gives you the opportunity to work for an organisation with a heart and a clear social purpose.

It doesn’t matter which function you work in, being part of our team will give you the chance to play your own part in making a very real difference to people’s lives.

Watch our video to find out more about our work: