Nottingham Community Housing Association
Customer Resolution Agent
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Salary: £27,893 - £31,934 per annum
Location: Nottingham
Hours: 35
Closing Date: 11/10/2026 23:59
This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in a month at 23:59 BST.
The Vacancy
Are you passionate about delivering outstanding customer service and resolving issues that make a real difference to people's lives? Do you enjoy investigating complex situations, working collaboratively with colleagues, and finding fair and practical solutions?
If so, we'd love to hear from you.
As a Customer Resolution Agent, you will play a vital role in ensuring our customers receive a high-quality complaints service. You'll investigate complaints thoroughly, identify root causes, coordinate with colleagues and stakeholders, and ensure customers receive timely, fair and well-reasoned responses.
You will be responsible for managing a varied caseload, gathering and analysing information, monitoring commitments made to customers, and helping to prevent recurring issues by identifying lessons learned.
This is a great opportunity for someone who enjoys problem-solving, building relationships and advocating for the customer whilst maintaining a balanced and impartial approach.
What You'll Be Doing
- Investigating customer complaints and working towards resolution at the earliest opportunity.
- Analysing information and evidence to understand the root cause of issues.
- Producing clear, professional written and verbal communications.
- Working closely with colleagues and external stakeholders to gather information and progress investigations.
- Monitoring actions and commitments to ensure they are completed within agreed timescales.
- Managing competing priorities while maintaining excellent service standards.
- Processing compensation in line with organisational policies and financial regulations.
- Identifying service improvements and recording lessons learned to reduce repeat complaints.
- Maintaining accurate records and updating relevant systems.
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About You
We are looking for a customer-focused individual who is passionate about delivering excellent service and achieving positive outcomes for customers. You will be naturally curious and enjoy investigating issues, analysing information and identifying practical solutions to resolve complaints fairly and effectively.
The successful candidate will be an excellent communicator who can build positive relationships with customers, colleagues and external partners. You will be confident working with people at all levels, gathering information from a range of sources and influencing others to support timely and high-quality complaint resolution.
You will be highly organised, able to manage a varied workload and prioritise competing demands whilst maintaining attention to detail and meeting service standards. A calm, diplomatic and impartial approach is essential, particularly when dealing with sensitive situations or vulnerable customers.
Most importantly, you will be committed to advocating for the voice of the customer, learning from feedback and helping us continuously improve the services we provide. You will share our values, embrace change and be motivated by making a positive difference to the lives of our customers every day.
Essential Experience
An existing knowledge of social housing and/or care and support is desirable but not essential for the role. We need the right skills and experience to ensure the needs of our customers are met. We would love to hear from you if you have the below qualities and experience:
- Experience in a frontline customer service role, ideally within a contact centre or customer-focused environment.
- Experience investigating complaints or resolving complex customer issues.
- Excellent attention to detail and record-keeping skills.
- Strong numeracy and literacy skills.
- Ability to manage a varied workload and meet deadlines.
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Working Pattern
This is a full-time position of 35 hours covering Monday to Friday between 8am and 5pm. We support our colleagues to work from our office and from home when appropriate.
Why Join Us?
"It's great being able to help our customers and find resolutions. We are a supportive team with an uplifting environment."
This is an opportunity to join a team that genuinely values customer feedback and works together to improve services. You'll be supported in your development, encouraged to share ideas, and empowered to make a positive difference for customers every day.
If you're passionate about customer experience, enjoy investigating issues and take pride in finding solutions, we'd love to hear from you.
NCHA strives to be a welcoming and inclusive employer as such we particularly welcome applicants from ethnic minority communities, LGBTQ+ communities, candidates with disabilities, as they are currently under-represented within our workforce.
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. Read our story to find out more about us.
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
Documents
- Helping Our Customers - Download
- Equality Diversity and Inclusion Strategy - Download
- Customer Resolution Agent - Role Profile - Download
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