Customer Experience Assistant


Company:	Castles and Coasts Housing Association
Salary:	£25,801 to £28,214 a year
Hours:	Full-time
Location:	NE12 8EW
Working pattern:	Hybrid - 3 days remote
Job type:	Permanent
Posting date:	26 Oct 2026
Closing date:	9 Nov 2026

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Summary

• Carlisle, Newcastle or Workington

• 36.25 hours per week (will consider job share)

• Permanent

• £25.801 to £28.214 per annum (FTE based on 36.25 hours per week) + benefits package

Castles & Coasts Housing Association (CCHA) is currently looking to recruit a permanent, full time (36.25 hours per week) Customer Experience Assistant, based in Carlisle, Newcastle or Workington with a salary of £24,929 - £27,260 per annum.

Essential requirements

If you are looking for an exciting new role, this is a great opportunity to join the Customer Experience Team at CCHA. As a Customer Experience Assistant, you will help ensure that resident feedback is at the heart of our decision-making. Gathering and analysing customer feedback and service data to identify customer needs, understand drivers of satisfaction and dissatisfaction, and recommend evidence based service improvements. You will help develop creative and engaging ways to gather feedback from residents, manage customer surveys, analyse results, and produce reports that provide valuable insight to teams across the organisation to deliver service improvements. Alongside this, you will provide essential administrative support within the Customer Experience Team, including assisting with the complaints process, supporting customer engagement activities, coordinating follow-up actions, and maintaining accurate records. You will also work closely with residents involved in our Resident Scrutiny Panel, helping to facilitate their valuable contribution to reviewing and improving our service. CCHA owns and manages more than 7,000 homes across the North of England in Cumbria, Northumberland, Tyne and Wear and North Lancashire. As an Association, we focus on the needs of the local communities we serve, tackling the housing crisis, improving services within our communities, and use our strength and efficiency to meet housing service needs. We are committed to providing excellent services to our customers. If you like what you’ve read, and you would like the opportunity to join the CCHA Team, please complete our application process, telling us how you feel you can add value and dynamism to our team. If you choose to apply, and are successful, you will be rewarded on all levels - a great place to work and a great team of people to work with. If you are looking to make a real difference to the service we provide to our residents, then please click the apply button on the vacancy listing on our website. Closing date for applications: Monday 9th November 2026 Interviews to be held: (Over Teams) Friday 20th November 2026

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