Customer Experience Hub Advisor

Hedyn; Wales; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Enhanced Pension

Enhanced Annual Leave

SMART Working

Private Medical Insurance

Job summary

Hedyn is recruiting for a Customer Experience Hub Advisor to deliver high-quality, customer-focused service to Hedyn residents. You’ll be the first point of contact, handling enquiries across channels, resolving issues efficiently and maintaining accurate records to support better outcomes.

This primarily office-based role offers some hybrid working after probation, with responsibilities spanning data recording, customer payments, housing applications and liaison with property services to ensure

Qualifications

• Deliver a high-quality, customer-focused service to Hedyn residents.
• Be the first point of contact and handle enquiries across multiple channels.
• Maintain accurate records and work with colleagues to improve customer outcomes.
• Adhere to safeguarding policy and respond to safeguarding concerns promptly.
• Log complaints and support service improvements through feedback.

Responsibilities

• Provide first-point-of-contact services to residents and customers across touchpoints.
• Resolve enquiries and collate customer insight at first contact.
• Engage with local networks to provide and signpost services.
• Deliver customer service and administrative tasks to achieve resolution at first contact.
• Promote multichannel usage and monitor channel shift.
• Collect customer feedback for service improvement.
• Inform residents about rent balances and payment methods, and take payments.
• Assist with housing applications and direct customers to housing information.
• Coordinate repairs with property services and arrange appointments.
• Monitor customer satisfaction and respond to emails, chats and social media.
• Identify service improvement opportunities and share learnings.
• Log and address complaints promptly and maintain professional boundaries.

Job description

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work_outline Basis Full time

Job profile for Customer Experience Hub Advisor

Customer Experience Hub Advisor

location_on Nexus House, South Wales 19/11/2026

Job details

Salary £26,839.07 Contractual hours 37 Basis Full time Job reference REQ00811 Attachments attachment Customer Experience Hub Advisor Nov2026.pdf

Job description

Vacancy: Customer Experience Hub Advisor

Contract: Fixed Term until 31/03/2027

Closing date: Thursday 19 November

Shortlisting: Friday 20 November

Proposed Interview date: Wednesday 25 November

Salary: £26,839.07

About the vacancy:

We're looking for a Customer Experience Hub Advisor to deliver a high-quality, customer-focused service to Hedyn residents.

As the first point of contact, you'll handle enquiries across multiple channels, resolve issues efficiently, and ensure every interaction reflects our commitment to excellent service. You'll play a key role in supporting residents, maintaining accurate records, and working collaboratively with colleagues to improve customer outcomes and experiences

*This is primarily an office-based role although some hybrid working is available after a successful probation period

Specifically, in the role you will:

• Supporting the delivery of all first-point-of-contact services to residents and customers across all touch points, using what customers tell us to shape services, homes and communities.
• Responsible for resolving enquiries and collating customer insight information at first point of contact.
• Engaging with local networks and partners to provide and deliver effective services or signpost where appropriate.
• Delivering customer service and relevant administrative functions to achieve resolution at first-point-of-contact, tailored to customer requirements.
• Using multiple digital channels, promoting channel shift at every opportunity and providing services within defined standards.
• Ensuring customer profiling and customer feedback is collected at source for service improvement purposes.
• Providing residents with details of rent balances, payment methods and take customer payments.
• Assisting residents to make applications for housing, provide housing advice and direct customers to property information on the relevant local authority housing system and Hedyn website.
• Dealing with requests from residents and customers who need repairs to their home, arranging suitable appointments and liaising with colleagues in property services teams to ensure repairs are carried out effectively and efficiently.
• Assisting with customer satisfaction monitoring.
• Responding to email, web chat and social media demand from residents and customers.
• Responsible for identifying areas where services can be improved and share this learning with the association.
• Logging complaints received and seeking to resolve them.
• Acting upon safeguarding concerns immediately and in compliance with the safeguarding policy and procedure.
• Keeping abreast of all relevant legislation and good practice issues relating to the role.
• Responsible for the identification and management of business risk.

Corporate accountabilities

Working collaboratively to:

• Deliver services to your customers, in line with the agreed ways of working
• Take ownership and responsibility for your work
• to deliver a seamless service in line with our ‘one team’ approach by working collaboratively and flexibly with colleagues in other teams

Other areas of responsibility:

• Understanding our strategic priorities, ambition and business Key Performance Indicators (KPIs) and how you contribute to achieving them
• Working with your customers to respond to service requests within the agreed ways of working and provide constructive advice/signposting where requests are not our responsibility
• Resolving complaints and expressions of dissatisfaction promptly and keeping complainants informed of progress
• Establishing and maintaining professional boundaries
• Creating and updating data and records, electronically and manually
• Representing Hedyn professionally, at all times
• Participating in assigned projects
• Working collaboratively with external partners and agencies

Customer service – you'll:

• Deal courteously and professionally with residents and other customers
• Seek and use customer feedback to improve the business

Attitude and behaviour - we'll expect you to:

• Live by Hedyn's values
• Challenge the way we work to continually improve our business
• Reflect on your own performance for personal development
• Take an organised approach to your work: planning, monitoring and adapting priorities
• Communicate clearly and effectively

(Please refer to the attached recruitment pack for more information.)

For further information about the role, please contact [e-mail]

Your Hedyn, our comprehensive benefits package:

We believe Hedyn is a great place to work and it's important to us that our people feel the same way.

As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.

We are still at the beginning of our journey. Join us to help shape it.

Enhanced Pension Scheme:
We offer an attractive pension scheme with generous employer contributions of up to 12%. You are able to determine the level of contributions that is right for you.

Enhanced Annual Leave:
You'll start on 25 days annual leave (+ Bank Holidays) which would increase gradually to 30 days following 3 years’ service.

SMART Working (dependent on role):
You're trusted to manage your time to work in a way that meets the needs of our customers, colleagues and communities.

At Hedyn, we believe that 'work is something you do rather than somewhere you go.'

Health and Wellbeing:
We have many health and wellbeing policies and initiatives such as Cycle to Work and Enhanced Maternity/Paternity/Adoption.

Flexible Benefits
We have a flexible benefits package that allows colleagues to spend £625 towards the benefits that suit them. There is a wide range of benefits available to choose from including Private Medical Insurance, Health Cash Plan, the option to have your professional memberships paid for, and Electric Vehicles.

Development:
We offer many professional and personal development options such as sponsored study opportunities and career progression and development.

We want you to be at your very best. Please feel free to let us know of any changes we can make at any point in the recruitment process that will help support your application.