Customer Engagement Co-ordinator

Allscreens Nationwide Ltd; Caerphilly; On-site; GBP 25,000 - 31,000; Full time

Job summary

United Welsh is seeking a Customer Engagement Co-ordinator to deliver exceptional customer service across multiple channels and welcome visitors to the head office. You will manage reception duties, process documents, and support the Housing and Communities Team to maintain high service standards.

Responsibilities include handling customer feedback, supporting rent-related tasks, and building positive relationships with residents and partners to ensure efficient first-contact resolutions.

Qualifications

• Proven experience in a customer service role.
• Ability to work within a dynamic team with professionalism, empathy and kindness.
• Proficiency in Microsoft Excel, Word, Outlook, and email, with ability to learn new software.
• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
• Strong person skills, capable of managing reception duties and welcoming customers.
• Adaptable and flexible, able to work with changing priorities and remain calm.
• Proactively manage customer perceptions and expectations, providing education and guidance as needed.
• Skilled in building and maintaining positive relationships with residents and stakeholders.

Responsibilities

• Deliver a responsive, customer-focused service across all channels.
• Show excellent person skills while managing reception duties at our head office and processing documents.
• Record, assist and action customer feedback, using it to improve services.
• Support the Housing and Communities Team to maintain high standards of service delivery.
• Assist United Welsh in meeting financial targets, including rent queries and direct debit mandates.
• Build strong relationships with partners to shorten customer journey and resolve queries at first contact.

Skills

Customer service

Team player

MS Office

Communication

Reception duties

Adaptability

Customer expectations

Resident relationships

Rent calculations

Tools

Capita OpenHousing

Microsoft Teams

IS databases

Job description

Customer Engagement Co-ordinator

Reporting to: Senior Customer Service Coordinator

Broad purpose of the post

We are looking for a Customer Engagement Co-ordinator to deliver exceptional customer service across various channels, making sure queries are resolved professionally and quickly.

In this role you will manage reception duties, process documents, and welcome visitors warmly. You will work flexibly within our

Housing and Communities Team, maintaining high service standards and creating positive experiences for customers. Building strong

relationships with partners and managing customer expectations proactively are important aspects of the role.

Company: United Welsh

Salary: 28194.75

Hours: Full-time (35 hours)

Location: Caerphilly, CF83 2AX

Job type: Contract

Posting date: 10 Aug 2026

Closing date: 9 Sept 2026

£28194.75 per annum

Closes 2nd September, Midday

Interviews 9th / 10th September

Key accountabilities

• Deliver a responsive, customer-focused service across all communication channels, including telephone, face-to-face, text, email, and social media, making sure queries are resolved effectively and quickly


• Show excellent person skills while managing reception duties at our head office, including processing documents, handling post, and warmly welcoming visitors to the office


• Record, assist and action customer feedback including compliments and complaints, and use the knowledge gained from feedback to improve our services


• Support the Housing and Communities Team by working flexibly to make sure the highest standards of service delivery, enabling positive experiences for both internal and external customers and partners


• Assist United Welsh in meeting their financial targets to make sure that the organisation can make the most of its financial strength. For example, making sure that rent queries and direct debit mandates are correctly and professionally handled


• Build strong relationships with partners such as Celtic Horizons, managing agents, and support providers to shorten customer journey time and resolve queries efficiently at the first point of contact. Where possible, you will resolve queries and provide relevant information at the first point of contact to provide the best possible outcome for the customer and deliver departmental KPIs

Essential Criteria

• Proven experience in a customer service role, demonstrating the ability to handle a range of customer inquiries effectively


• Ability to work effectively within a dynamic team, maintaining high standards of professionalism, empathy, and kindness


• Proficiency in Microsoft Excel, Word, Outlook, and email, with the ability to learn and adapt to new software


• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely


• Strong person skills, capable of managing reception duties, processing documents, handling postal tasks, and warmly welcoming customers


• Highly adaptable and flexible, able to work within a team to meet changing priorities and demands. Remaining calm and composed


• Proactively manage customer perceptions and expectations, providing education and guidance as needed


• Skilled in building and maintaining positive relationships with residents and other stakeholders, fostering trust and satisfaction


• Strong numerical skills, with the ability to accurately calculate rent payments

Desirable Criteria

• Experience of working within the Social Housing sector


• Experience of customer service through corporate social media channels


• Competent using Capita OpenHousing as a housing management system


• Familiar with Microsoft Teams


• Familiar with IS databases


• Welsh language skills

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.