Customer Experience Hub Advisor - Hybrid & Growth

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

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