Customer Experience Ambassador

HQN Ltd; Northwich; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Annual leave 24-29 days

Pension 12% employer contribution

Birthday day off

Health benefits

Employee Assistance Programme

Job summary

Weaver Vale Housing Trust is seeking a Customer Experience Ambassador to join our Customer First Hub on a permanent basis. Working in a hybrid pattern between Gadbrook Park, Northwich, and home, you’ll be the first point of contact for customers, handling inquiries via phone, social media, live chat and in-person visits.

You will proactively improve the customer journey, collaborate with other teams, and help resolve issues at first contact while delivering excellent service aligned to our

Qualifications

• Experience of working in a fast-paced customer contact environment.
• Experience developing strong working relationships with customers and colleagues.
• Experience handling customer feedback at first point of contact.

Responsibilities

• Be the first point of contact for customer inquiries via phone, social media, live chat and face-to-face.
• Respond to queries and resolve issues at first point of contact where possible.
• Support continuous service improvements and collaborate with other service areas.

Skills

Fast-paced environment

Customer relationships

Feedback handling

Education

GCSE English & Maths

Job description

Job Title: Customer Experience Ambassador (Permanent)
Hours: 37 hours per week (to be worked flexibly in line with business needs)
Annual Salary: £29,870.00 per annum

Location: Based at Gadbrook Park, Northwich.

The Trust operates an agile working environment which is a combination of working from our Head Office Gadbrook Business Park, Northwich, and home working. The requirement to work from the Head Office is based on business need and will involve at least two to three days per week but this subject to change as well as full working weeks in the office as and when required.

Are you looking for an exciting opportunity working as part of a professional, engaged, and friendly organisation? Our values are Compassionate, Accountable, Respectful and Exceptional, we are constantly striving to demonstrate these values in our day to day working environment and culture.

The Opportunity

Weaver Vale Housing Trust has an exciting opportunity for someone who is looking to develop their career with a great company. We are looking for a driven, diligent, and friendly Customer Experience Ambassador to join our Customer First Hub.

What Will You Do?

As Customer Experience Ambassador you’ll be an integral part of our first point of contact Customer Hub, working within a multi discipline team delivering excellent levels of customer service. You’ll be responding to all initial customer enquires via a range of contact channels which will include telephone, social media, live web chat and face to face liaison with both internal and external customers.

Our Customer Hub is a key service for the Trust with the aim of responding to customer queries and resolving issues at first point of contact by:

• Ensuring the customer experience is a positive one by being proactive and making sure you make every contact count.
• Supporting continuous service improvements across the Customer Experience teams
• Work in partnership with other service areas and agencies to achieve high levels of customer care.

Requirements & Skills for the Role*

• Experience of working in a fast-paced customer contact environment
• Experience of developing strong working relationships with customers and colleagues to ensure an excellent customer experience.
• Experience of handling customer feedback at first point of contact
• Educated to Grade GCSE 4-9 / A* – C, Math’s and English or equivalent level of qualification.

Additionally, due to the flexible working arrangements with this role, you will need access to a room where you can work from and a suitable internet connection.

Please see the Accountability Profile and Person Specification for further information and requirements.

• Generous annual leave entitlement – 24-29 days (entitlement increases 1 day each year, over the first 5 years) holidays plus UK public/bank holidays (based on level of service) (part time pro rata)*
• Ability to buy up to 5 days additional annual leave* (pro rata for part-time) each year*
• 12% employer contribution to our Pension Scheme (minimum 2% employee contribution) with life assurance benefit*.
• Access to the Trust discount and benefit platform, the C.A.R.E hub.
• Commitment to support your ongoing learning and development, with the opportunity to develop a range of transferable skills.
• Day off for your Birthday to be taken during your birth month (based on contractual hours)
• One day’s paid leave (per year) to support a charity or community group of your own choice*
• Candidate Referral Scheme*
• Option to enrol in a Health Cash Plan*
• Access to corporate Costco discounted membership*
• ‘Thank you’ gift for your continuous service starting at 5 years’ service, and every 5 years’ thereafter.
• 24/7, 365 day Employee Assistance Programme (EAP) including free counselling
• Compensation for professional memberships which are an expressed requirement
  for the role.
• Free annual flu vaccines and free Eye Care Vouchers*
• Discounts on a gym membership and phone contract
• Cycle to work scheme*
• Free to use car park at our office on Gadbrook Park
• Involvement in regular health and wellbeing initiatives and charity fundraising activities
• Opportunities to give feedback and join various colleague forums, to help shape change at the Trust.

Benefits offered providing you meet the eligibility criteria

Closing date for applications: Friday 20/11/2026

In-person Interview date(s): 02/12/2026 and 03/12/2026

The Trust invites applications from all members of the community, irrespective of Gender, Gender reassignment, Sexual orientation, Race, Religion or belief, Disability, Age, Pregnancy and maternity, Marriage and civil partnership.