Customer Experience Specialist

Hafod; Cardiff; Hybrid; GBP 20,000 - 28,000; Full time

Benefits offered by this job

Hybrid working

36 hours per week

Job summary

Hafod is seeking a Customer Experience Specialist to join our team at our Head Office in Cardiff. The role is a full-time, 18-month fixed-term contract, working 36 hours per week with the option to work 1 day from home as required by business needs.

You will be the first point of contact for customers and colleagues, delivering friendly and professional service, handling enquiries, and supporting issue resolution to ensure high satisfaction.

Qualifications

• Excellent communication skills to connect with customers and colleagues.
• Experience handling high volumes of calls and enquiries.
• Experience in housing or customer service environment desirable.
• Ability to stay calm under pressure and handle challenging conversations with professionalism.

Responsibilities

• Be the first point of contact for customers, delivering excellent service.
• Respond to enquiries in a timely and professional manner.
• Support customers by resolving issues and urgent requests.
• Provide knowledge and ensure calls are handled efficiently for satisfactory resolutions.

Skills

Communication skills

Customer service

Time management

Resilience

IT skills

Tools

Microsoft Word

Microsoft Excel

Job description

Make a difference every day as a Customer Experience Specialist at Hafod.

Our Customer Experience team is primarily based at our Head Office in Cardiff, but subject to business needs we do offer the option for working 1 day a week from home.

This is an 18 month fixed term, full time position, working 36 hours per week.

Our teams work Monday to Friday, with no weekend shifts and we offer the opportunity for flexible working.

What you’ll be doing

• You will be the first point of contact for the organisation, working closely with both customers and colleagues to deliver excellent customer service and administrative support.
• You’ll be responsible for responding to all incoming enquiries in a timely and professional manner.
• Reporting to the Customer Experience Team Leader, your role will be providing assistance for our customers through resolving issues, responding to urgent requests.
• Providing a point of experience and knowledge for customer queries and ensuring that all calls are handled efficiently to reach a satisfactory resolution.

What you’ll bring

• You’ll be confident working on your own initiative and have developed excellent communication skills to allow you to connect, support, and successfully provide solutions for our customers.
• Previous experience in handling high call volumes would be beneficial for this role.
• The calls require a management of housing and maintenance-related queries, although a background within Housing is not required for this role, experience within a housing or customer service environment is highly desirable.
• You will need resilience and an ability to manage challenging situations as this role will handle complaints calls and navigate challenging behaviour from callers.
• Strong IT skills are essential, particularly in Microsoft Word and Excel.
• You’ll need to demonstrate an ability to prioritise workloads and time management skills whilst handling a high volume of calls, emails, and social media enquiries.
• From time to time, you may be asked to support other departments, so the ideal candidate will be adaptable, reliable, and bring a positive, can-do attitude to the team.