Customer Experience Specialist

Hafod Housing Association Limited; Cardiff; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

Hafod Housing Association Limited in Cardiff is seeking a Customer Experience Specialist to make a difference daily. Based at our Head Office in Cardiff with the option to work one day from home; this is an 18‑month fixed term, full‑time position working 36 hours per week, Monday to Friday with no weekend shifts.

You will be the first point of contact, delivering excellent customer service and handling high volumes of calls, emails and social media, resolving issues and providing admin support.

Qualifications

• Excellent customer service and communication skills with a focus on resolving queries.
• Experience handling high call volumes and providing timely administrative support.
• Strong IT skills, particularly Word and Excel, with ability to prioritise workloads.

Responsibilities

• Be the first point of contact for customers and colleagues to deliver excellent service.
• Respond to incoming enquiries promptly and professionally.
• Support customers by resolving issues and providing administrative assistance.
• Handle calls efficiently to achieve satisfactory resolutions.

Skills

Customer service

Communication skills

Time management

Prioritise workloads

Resilience

Microsoft Word

Microsoft Excel

Ability to work on own initiative

Adaptability

Tools

Microsoft Word

Microsoft Excel

Job description

Here for people. Here for communities. Here for you.

What is the role?

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.

You can find the full job description attached for a more detailed overview of the role.

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.

Support and adjustments

We’re committed to ensuring a fair and inclusive recruitment process. If you need any reasonable adjustments or support at any stage, please let us know and we'll be happy to help.

About Head Office

Our head office teams provide the support that keeps our organisation moving, helping us deliver high-quality services to communities right across Wales. We provide the foundations that enables our customer facing teams to focus on what matters most.

Our directorate brings together key business functions including People (HR), Communications, Finance, Procurement, Payroll, IT, Development and several specialist support teams. We look after everything from recruiting and paying colleagues, to managing budgets, systems, data, governance, partnerships and organisational improvement.

The work our head office teams do directly shapes the quality, sustainability and reputation of Hafod. We help ensure resources are used wisely, decisions are well informed, risks are managed and colleagues have the tools and support they need to their jobs well.

You’ll be part of a collaborative, professional community that values improvement, inclusion and impact. Roles in our head office teams offer real influence, variety and the chance to make a difference behind the scenes while seeing the outcomes of your work in communities across Wales.

#MP