Temporary Customer Experience Associate

Salary: £28,163 (pro rata for part time)

Location: Birmingham – Birmingham Business Park, B37 7YN

Basis: Full Time (37 hours per week) and Part Time (18.5 hours per week).

Work Pattern: Varied shifts between the hours of 8am-6pm, Monday to Friday

Type: 6-month Fixed Term

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

Are you a compassionate, resilient, and an adaptable person who loves talking to people? 

Then, embark on a dynamic career with our vibrant and supportive Customer Experience Team! As a Customer Experience Associate, you’ll be at the heart of our fast-paced environment.  At Citizen every task is a chance to shine on calls, emails, or webchat. You will be supporting customers with a wide range of queries – from repairs to tenancy enquiries and beyond.   

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.  

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.  

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

• 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.
• Positive can-do approach to achieve customer satisfaction.

We would be really excited if you have:

•  A background in social housing.
•  Experience with CRM systems.

Manager's quote:

Join Citizen as a Temporary Customer Service Associate and make a real difference every day. You'll be part of a supportive team, helping people with their housing needs while developing valuable skills in a fast-paced, customer-focused environment.

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

We will attract and retain the best and brightest professionals, support them to achieve their potential, and reward and recognise them for the fantastic work they do.

Competitive benefits:

• Annual leave purchase scheme – option to buy up to an additional 5 days per year
• Annual leave starts at 25 days per year (pro rata for part time) plus bank holidays
• 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
• Life cover of three times your annual salary if you join the pension scheme

Health and Wellbeing

• We provide IT and Home Office equipment to support hybrid working
• Occupational Health
• EAP – a 24/7 telephone counselling service providing free, confidential advice.
• Cashback scheme – cashback on optical, dental, prescriptions and a range of other medical costs meaning the costs are covered for employees. The scheme also offers GP Access, digital Physiotherapy app, retail vouchers and discounts, discounted gym memberships and more!
• Access to Citizen’s Wellbeing initiatives and Wellbeing platform

Learning and Development

• Extensive learning and development opportunities.
• Opportunity to study for a professional qualification
• Opportunity to join the Staff Consultative Forum and EDI Forum.

Here at Citizen, our purpose is to provide homes that are a foundation for life.

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.

There are some fundamental challenges people in our communities’ face, and we want to be an organisation which can help them deal with these. So, we are working to solve some of the most pressing issues around housing and homelessness.

We adopt a proactive approach to safeguarding to ensure everyone accessing our services can do so without fear of harm, abuse or neglect.  As part of our recruitment process, we carry out robust safeguarding checks.

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

Closing date: 3 August 2025

Interview date: 6/7 August 2025

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 role earlier than the published closing date should a suitable candidate be identified.