Customer Experience Associate

Customer Experience Associate

Salary: £30,080

Location: Birmingham/Hybrid – Birmingham Business Park, B37 7YN

Basis: Full Time

Work Pattern: 37 hours, varied shifts between the hours of 8am-6pm, Monday to Friday

Type: Permanent

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.  

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.

Manager's quote:

Join our Customer Experience Team and make a real impact every day. You’ll support customers through calls, emails, and webchat, backed by great training, hybrid working, and plenty of room to grow. Be part of a positive, supportive team and start a career where you can truly make a difference.

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.

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 26 days per year 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 experience.

 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: 19th April 2026

Interview date: 22nd & 23rd April 2026

We welcome applications from all backgrounds and can make reasonable adjustments to support you through the process

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. 

• Proud Corporate Member of WISH - The Network for Women Working in Social Housing
• Citizen Housing is a Disability Confident Employer
• Official Accredited Living Wage Employer