Customer Experience Advisor FTC x2

Trivallis; Caerphilly; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

30 days annual leave

Local Government Pension scheme

Flexible working arrangements

Cash back plan

Job summary

Trivallis is seeking two Customer Experience Advisors to deliver exceptional service in a hybrid role. The positions focus on handling inquiries, documenting cases, and driving satisfaction within a community housing setting.

Two full-time roles offer a 37-hour week, with a fixed-term contract through August 31, 2027, and a salary of £28,106.48. Welsh language desirability is noted, and training support is provided.

Qualifications

• Experience in a contact centre or complex customer service role.
• Proven track record of meeting KPIs.
• Strong verbal and written communication.
• Ability to problem-solve with initiative.
• Attention to detail and record-keeping.
• Welsh language understanding is desirable.
• Willingness to undertake training to improve skills.

Responsibilities

• Document anti-social behaviour reports with meticulous detail.
• Handle complaints and direct to the appropriate resolution team.
• Meet and exceed targets and performance expectations across customer service.
• Adhere to protocols and documentation to uphold quality standards.
• Manage email, social media, and web inquiries with timely responses.
• Evaluate initial repair reports, prioritise work orders, and schedule appointments.
• Record all customer interactions in internal systems.
• Provide reception support and guidance as needed.
• Ensure availability targets are met and staff schedules are optimised.
• Follow Trivallis contact centre procedures and service delivery plans.

Skills

Customer service

Communication

Problem solving

Attention to detail

Documentation

Teamwork

Microsoft 365

Dynamics

Tools

Microsoft 365

Dynamics

Job description

Customer Experience Advisor X2

Full time: 37 hours per week

Fixed Term Contract until 31st August 2027

£28,106.48

Flexible/Hybrid working

Welsh language requirement: Welsh desirable

Are you passionate about making a real difference in your community while growing your career? If so, this is your opportunity to use your skills to help us deliver value, quality, and great service.

The Role

We are seeking two Customer Experience Advisors with a strong focus on customer satisfaction. In this role, you will elevate customer service standards by demonstrating empathy, understanding, and a commitment to delivering exceptional experiences. Your dedication will exceed expectations, ensuring customers feel valued and supported.

About You

• Prior experience in a contact centre or complex customer service role, preferably within the housing sector.
• Proven track record of meeting key performance indicators and objectives.
• Strong verbal and written communication skills with a focus on clarity and conciseness.
• Ability to problem-solve, exercise initiative, and make sound decisions.
• Exceptional attention to detail and proficiency in record-keeping and administration.
• Capability to work under pressure, demonstrate resilience, and handle conflict with professionalism and empathy.
• Commitment to teamwork and open communication.
• Proficiency in Microsoft 365 and Dynamics.
• Willingness to undergo additional training to enhance job knowledge and skills.
• Understanding of the importance of addressing and resolving complaints.

What You’ll Do

• Thoroughly document anti-social behaviour reports with meticulous attention to detail.
• Handle complaints effectively by accurately recording details and directing them to the appropriate resolution team.
• Meet and exceed key targets and performance expectations across all aspects of customer service, including call response rates and advice quality.
• Uphold and enhance quality standards by adhering to established protocols and documentation.
• Assist with managing email, social media, and web inquiries, ensuring timely responses and resolutions.
• Evaluate initial repair reports through strategic questioning, prioritize work orders according to guidelines, and schedule convenient appointments for customers.
• Utilize internal systems to accurately record all customer interactions and transactions.
• Provide reception support by addressing customer inquiries and offering guidance as needed.
• Ensure availability targets are met and staff schedules are optimized for maximum productivity.
• Adhere to performance standards, service delivery plans, and contact centre procedures outlined by Trivallis.

Why Join Trivallis?

We are a community mutual housing association which is owned by our tenants, rooted in our local communities, and working through collaboration and partnership. Joining us means becoming part of a supportive, inclusive, and forward-thinking team. We value our people and are committed to helping you develop your skills and achieve your goals.

• A generous 30-day annual leave entitlement
• Generous Local Government Pension scheme
• Flexible working arrangements
• Cash back plan for you and your family
• Active Wellbeing support groups across the business
• Learning and development programmes where we invest in your personal development
• Opportunity to be involved in facilitating the diversity and inclusivity across Trivallis

We support flexible working and job share arrangements and are happy to discuss how we can make this role work for you.

The closing date for receipt of applications is 15th October 2026.

We’re proud to be a Disability Confident Leader, committed to creating a flexible, inclusive workplace where everyone can thrive. We believe that talent comes in many forms, and we actively remove barriers to ensure our recruitment process is fair, accessible, and welcoming to all. If you require any adjustments during the recruitment process, or you would like to make your application in Welsh, just let us know - we’re here to support you every step of the way: [e-mail].

If you would like to find out more about this role, please contact, Karen Boyland, Customer Experience Manager at [e-mail].