Customer Experience Specialist

Hafod; Cardiff; Hybrid; GBP 21,000 - 27,000; Full time

Job summary

Hafod in Cardiff is seeking a Customer Experience Specialist to join our team. The role is full-time, 36 hours per week, and based mainly at Head Office in Cardiff with an option to work one day a week from home.

You will be the first point of contact for customers, handling inquiries with professionalism, resolving issues and supporting colleagues. The role is an 18-month fixed-term contract, with Monday to Friday shifts and flexible working where possible.

Qualifications

• Excellent communication skills to connect, support and provide solutions.
• Experience handling high call volumes.
• Experience in housing or housing-related queries is desirable.
• Ability to handle complaints and challenging caller behaviour.
• Welsh language skills or willingness to develop Welsh are desirable.

Responsibilities

• Be the first point of contact for customers and colleagues to deliver excellent service.
• Respond to all incoming enquiries in a timely and professional manner.
• Resolve issues and urgent requests, supporting customers throughout.
• Provide knowledge and guidance for queries, ensuring satisfactory resolutions.
• Refer to the full job description for a detailed overview.

Skills

Communication skills

Call handling

Customer service

Problem solving

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 months 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.
• Welsh language skills, or a willingness to develop your Welsh language skills is desirable.

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.

If you’re successful at the end of the recruitment process, we’ll offer you the role and begin your pre-employment checks. This includes confirming your right to work and completing an enhanced DBS check, which we’ll organise and pay for.

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.