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CX Triage Support Administrator
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Temporary CX Triage Support Administrator
Location: Norfolk (3 days per week on-site)
Salary: £12-£13 per hour
Contract: Initial 3 months (with potential to extend)
We are partnering with a well-established housing association in the Norfolk area seeking a Temporary CX Triage Support Administrator to provide short-term operational support to their Customer Experience team during a period of increased service demand.
This is a hands-on role focused on triaging customer enquiries, identifying risk and vulnerability, ensuring response times are met, and directing cases to the appropriate teams. You will play a key part in making sure high-risk and high-priority issues are identified and progressed promptly.
About the Role
As Temporary CX Triage Support Administrator you will review and prioritise incoming customer enquiries, escalate high-risk cases, support the wider Customer Experience team with workload allocation, and help maintain oversight of demand across multiple channels. The role requires strong organisational skills, sound judgement, and the ability to work at pace in a busy operational environment.
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Key Responsibilities
- Review and triage incoming enquiries received via the organisation's ticketing system and website enquiry forms.
- Identify and prioritise emergency repairs, urgent repairs, routine repairs, vulnerable customer cases, and safeguarding concerns.
- Escalate high-risk cases, emerging themes, and service risks to the CX Manager.
- Ensure enquiries relating to HHSRS hazards, damp and mould, health and safety concerns, and vulnerability/wellbeing are correctly identified and prioritised.
- Log urgent and routine repairs where required and ensure they are directed to the correct team.
- Challenge and redirect enquiries that have been incorrectly sent to Customer Experience, ensuring ownership sits with the appropriate service area.
- Support the allocation and prioritisation of work across the Customer Experience team.
- Monitor customer contacts to ensure compliance with response and resolution times.
- Identify bottlenecks, trends, and service issues and flag these to management.
- Support backlog reduction and ensure high-priority customer issues are progressed promptly.
- Help maintain oversight of customer demand and coordinate priorities across multiple channels.
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Requirements
- Experience working in a customer service, contact centre, housing, or administrative environment.
- Strong ability to assess, prioritise, and manage competing workloads.
- Experience handling sensitive customer enquiries and identifying vulnerability.
- Ability to make informed decisions using established policies and procedures.
- Strong organisational and administrative skills with excellent attention to detail.
- Confident using case management, CRM, or ticketing systems.
- Ability to work independently and escalate appropriately when required.
- Excellent written and verbal communication skills.
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