Customer Engagement Specialist: Multichannel Support & Reception

United Welsh; Caerphilly; On-site; GBP 21,000 - 28,000; Full time

Job summary

United Welsh is seeking a Customer Engagement Co-ordinator to deliver outstanding service across channels, managing reception, processing documents and warmly welcoming visitors. You will work within the Housing and Communities Team to maintain high standards and foster positive experiences for customers and partners.

You will build relationships with residents and stakeholders, handle rent queries and Direct Debits where needed, and contribute to achieving departmental targets.

Qualifications

• Proven experience in a customer service role.
• Ability to work effectively within a dynamic team.
• Proficiency in Excel, Word, Outlook and email.
• Excellent verbal and written communication skills.
• Strong interpersonal skills for reception duties.

Responsibilities

• Deliver a responsive, customer-focused service across multiple channels.
• Manage reception duties, process documents, and welcome visitors.
• Record and action customer feedback to improve services.
• Support Housing and Communities Team to maintain high standards.
• Help meet financial targets, handle rent queries and direct debits.
• Build relationships with partners to shorten customer journeys.
• Handle queries at first point of contact when possible.
• Work flexibly in a dynamic team with professionalism and empathy.
• Proficient in Microsoft Excel/Word/Outlook and able to learn new software.
• Excellent verbal and written communication.

Skills

Customer service

Reception duties

Communication

Excel

Word

Outlook

Teamwork

Numerical skills

Social Housing

Capita OpenHousing

Microsoft Teams

IS databases

Tools

Capita OpenHousing

Microsoft Teams

Job description

United Welsh is seeking a Customer Engagement Co-ordinator to deliver outstanding service across channels, managing reception, processing documents and warmly welcoming visitors. You will work within the Housing and Communities Team to maintain high standards and foster positive experiences for customers and partners.

You will build relationships with residents and stakeholders, handle rent queries and Direct Debits where needed, and contribute to achieving departmental targets.