Customer Hub Assistant

Bron Afon; Cwmbran; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

23 days annual leave

Pension scheme

Learning and Development investment

Health cash plan

Mental health support 24/7

Online GP access

Maternity/Paternity/Adoption pay

Employee discount platform

Occupational Health service

Cycle to Work scheme

Free parking

Job summary

Bron Afon Community Housing is recruiting a Customer Hub Assistant for a full-time, 37-hour-per-week role. The starting salary is £26,276 per annum, with interviews planned for mid-October.

The successful candidate will support customers by phone, email and in person, delivering high-quality service in a busy, student-friendly environment. The role requires strong communication, empathy and IT skills, with the ability to stay calm under pressure and work well both independently and in a team.

Qualifications

• Evidence of ongoing learning relevant to customer service, housing, reception or administration.
• Understanding of customer service principles and delivering excellent customer experiences.
• Basic understanding of social housing, equality and data protection requirements.
• Ability to use IT systems confidently, including Microsoft Office and customer management systems.
• Experience of working in a customer-facing, reception, administrative or contact centre environment.
• Experience of handling enquiries and providing accurate information to customers.
• Experience of using IT systems to maintain accurate records and customer information.
• Experience of working as part of a team to meet service standards and customer needs.

Responsibilities

• Answer customer enquiries by phone, email or in person.
• Provide accurate information to customers and maintain records.
• Build positive relationships with customers, councillors and partner organisations.
• Use IT systems to manage enquiries and records.
• Collaborate with colleagues and contribute to a supportive team environment.

Skills

Verbal communication

Written communication

Active listening

Customer service

IT skills

Organisational skills

Adaptability

Digital communication

Tools

Microsoft Office

CRM systems

Job description

• Customer Hub Assistant
• Full time (37 hours per week) and Permanent
• Starting salary will be £26,276 per annum
• Expected date of interviews - 13th and 14th October

Please note once you begin your application, you will need to complete and submit it in the same session. We recommend that you have all relevant information and supporting documents ready before starting. If you leave the application before submitting, any information entered may not be saved.

We will be holding a drop-in session via Microsoft Teams on Monday 28th September at 12.00pm until 1.00pm. Please feel free to click on the below link, you’ll have the opportunity to ask questions about the recruitment process and what it’s like being a Customer Hub Assistant at Bron Afon.

Join: https://teams.microsoft.com/meet/34526173278306?p=Dr2K0wlw3edaX1fWu0

Are you ready to start or grow your career in a role where every day is different? We’re excited to be recruiting for a Customer Hub Assistant to join us at Bron Afon Community Housing.

We’re looking for someone positive, resilient and enthusiastic who enjoys helping people and can bring energy to a busy customer‑focused environment. In this role, you’ll support customers over the phone, by email and face to face, so you’ll need to be confident communicating with different people and able to handle sensitive or emotionally challenging situations with professionalism, kindness and understanding.

You’ll be at your best when you can stay calm under pressure, listen carefully and show empathy for customers who may be experiencing difficult or vulnerable situations. We want someone who can see things from the customer’s point of view and make people feel heard, respected and supported.

You’ll need to feel confident working independently, while also enjoying being part of a friendly team and collaborating with colleagues across the organisation. We really value the energy, connection and support that comes from working together in the office, sharing ideas in person and creating a positive, supportive and fun working environment. If you’re someone who enjoys connecting with others and being part of a team, this could be a brilliant role for you.

This is a fantastic opportunity to step into the varied and rewarding world of housing. Whether you’re at the beginning of your career, looking for a fresh challenge or ready to try something new, we’re passionate about helping you build your skills, grow in confidence and flourish in your role.

You’ll be a creative and confident communicator, with the ability to build positive relationships, ask the right questions and find practical solutions for a wide range of enquiries from our customers, councillors and partner organisations.

To really shine in this role, you’ll bring great ICT skills, feel confident jumping between different software systems, enjoy managing a variety of tasks and have the curiosity and drive to solve problems and keep things moving for our customers and colleagues. This role would suit a high performer who takes pride in delivering excellent service, consistently works to a high standard and is motivated by making a positive difference every day.

You’ll also play an important role in keeping team spirit high. We value people who are self‑motivated, encouraging and able to help create a workplace where colleagues feel supported, included and ready to do their best.

If you’re looking for a rewarding role where you can learn, grow and make a real difference to the community of Torfaen, we’d love to hear from you. If you share our passion for delivering excellent customer experiences and bringing a positive attitude to work, we encourage you to apply.

Person Specification

Qualifications, knowledge and understanding

• Evidence of ongoing learning or development relevant to customer service, housing, reception or administration.
• Understanding of customer service principles and delivering excellent customer experiences.
• Basic understanding of social housing, equality and diversity, confidentiality and data protection requirements.
• Ability to use IT systems confidently, including Microsoft Office and customer management systems.

Experience

• Experience of working in a customer-facing, reception, administrative or contact centre environment.
• Experience of handling enquiries and providing accurate information to customers.
• Experience of using IT systems to maintain accurate records and customer information.
• Experience of working as part of a team to meet service standards and customer needs.

Skills and attributes

• Excellent verbal and written communication skills.
• Ability to listen, understand customer needs and respond appropriately.
• Ability to remain calm and professional when dealing with challenging or sensitive enquiries.
• Good organisational skills with the ability to prioritise competing demands.
• Ability to work flexibly and adapt to changing priorities and customer demand.
• Strong IT and digital communication skills.

Personal Qualities

• Customer-focused and committed to delivering excellent service.
• Friendly, approachable and professional.
• Positive, resilient and dependable.
• Committed to equality, diversity and inclusion.
• Able to work collaboratively and contribute positively to team objectives.

Additional Requirements

• Ability to speak Welsh is desirable.

Employee benefits:

People are our greatest asset at Bron Afon Community Housing, so we reward our colleagues with a fantastic benefits package:

• 23 days annual leave entitlement (exclusive of bank holidays)
• Social Housing Pension Scheme where Bron Afon will contribute 12% from day 1 of your employment
• Learning and Development investment to your career here at Bron Afon
• Health cash plan with Simply Health
• 24/7 free mental health support
• 24/7 free access to an online GP service
• Enhanced Maternity/Paternity/Adoption pay
• Employee discount platform with access to retail, hospitality, days out, etc
• Occupational Health service
• Cycle 2 Work scheme
• And FREE PARKING!

Work4 pilot

We are currently running pilot of working a 4-day week (4DW). This is extended until end of October 2026. The pilot will then be reviewed by our board, before making a decision to extend or be made permanent.