Customer Engagement Coordinator

United Welsh; Caerphilly; On-site; GBP 22,000 - 25,000; Full time

Job summary

United Welsh is seeking a Customer Engagement Co-ordinator to deliver high-quality customer service across channels, resolving queries promptly and professionally. You will manage reception duties, process documents, and warmly welcome visitors at our head office.

You will work within the Housing and Communities Team, build strong relationships with partners, manage customer expectations, and help drive service improvements while maintaining our standards of care and accuracy.

Qualifications

• Proven experience in a customer service role.
• Experience handling reception duties and welcoming visitors.
• Ability to use Capita OpenHousing or similar housing systems.
• Proficient in MS Office and email communication.
• Strong numerical skills and ability to manage rent-related queries.

Responsibilities

• Deliver responsive customer-focused service across channels (phone, in person, email, social).
• Manage reception duties: process documents, post, and greet visitors.
• Record and act on customer feedback to improve services.
• Support the Housing and Communities Team to maintain high standards.
• Build relationships with partners and handle rent queries accurately.

Skills

Customer service

Reception duties

Communication skills

Teamwork

Empathy

Numerical skills

Problem solving

Proactivity

Tools

Capita OpenHousing

Microsoft Excel

Microsoft Word

Microsoft Outlook

Microsoft Teams

IS databases

Job description

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.

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.
• 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 under pressure, ensuring effective service delivery
• 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
• 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

We reserve the right to close this vacancy early if we receive a high volume of suitable applications.