Customer Experience Associate

**Exciting Career Opportunity at Citizen**

Are you a driven professional seeking to make an impact in Customer Service?

With over fifty years of experience, we have grown to be **one of the UK’s most trusted social housing providers**,** Citizen owns and manages 30,000 homes for diverse communities across the West Midlands, from urban tower blocks to rural villages and towns. Find out more about the work we do here: Citizen

**Position**:Customer Experience Associate (Internally known as Customer Experience Adviser)

**Salary**:£28,163 per annum 2025/2026 Pay Award Pending (Pro-Rata for Part-Time)

**Work Pattern**:37 hours (full time) and 22 hours (part time) per week, varied shifts between the hours of 8am-6pm, Monday to Friday

**Basis**:Fixed Term Contract until 31 December 2025

**Location**:Birmingham/ Hybrid minimum 40% in office

**Key Responsibilities**:

- Be responsible for handling a variety of customer enquiries via the telephone, digital channels and electronically
- Display a positive “can do” attitude to delivering an excellent customer service when dealing with challenging and more complex enquiries leaving customers with a positive image of Citizen
- Liaise with internal and external colleagues and customers to help achieve the best outcome

**Qualifications and experience**:

- Previous customer service experience and a passion for helping people
- Fantastic communication skills - both verbal and written
- Ability to work to deadlines
- Ability to navigate and operate multiple in-house systems
- A background in social housing
- Experience with CRM systems
- Positive can-do approach to achieve customer satisfaction

**Manager’s Quote**:
**Are you a compassionate, resilient, and an adaptable person who loves talking to people?

Our comprehensive training ensures that you’re equipped with the skills to excel in your role; while experiencing a journey of continuous learning and advancement. Many of our Customer Experience Associates have already climbed the career ladder to exciting internal positions within Citizen.

You can enjoy the best of both worlds with hybrid working. Work seamlessly from home and experience the buzz of our impressive offices on the Birmingham Business Park.

Be part of our bustling and helpful team that thrives on positive vibes, forging strong relationships and delivering excellence.

Dive into the world of housing with us and discover the joy of making a difference every single day.

**What We Offer**:

- Innovative Environment: Be part of a forward-thinking organization that values creativity and innovation.
- Professional Growth: Opportunities for continuous learning and career advancement.
- Collaborative Culture: Work alongside a team of dedicated professionals who support and inspire each other.

**Benefits**:

- Annual Leave: Annual leave starts at 25 days per year, (pro-rata for part-time) plus bank holidays
- Annual leave purchase scheme - option to buy up to an additional 5 days per year
- Enhanced family leave (maternity, paternity and adoption)
- Organisational sick pay
- Generous Pension Scheme - The option to contribute 4%, 6% or up to 10% which Citizen will match
- Competitive Salary: We offer a competitive compensation package.
- Health and Wellness: Comprehensive health insurance and wellness programs.
- Work-Life Balance: Flexible working hours and generous leave policies.
- Employee Development: Access to training programs and career development resources.

**Find out more here**:Citizen | Benefits**

**Company Culture**:
**We will be an employer of choice and invest in our people**

To deliver the best services for our customers we need employees who are passionate, committed and engaged. We will create a culture where every individual feels comfortable and confident to be themselves and the wellbeing of our employees is a priority. Our team is passionate about making a positive impact and driving innovation in**customer service.**

We will work together as one team and embrace our Citizen values.

Stay Connected: Follow us on**Profile / X**, **Citizen | Facebook**and**Instragram - Citizen**to stay updated on our latest news and opportunities.

**Closing date: 11 May 2025**

**Interview date: Thursday 15 May 2025