Customer Service Advisor

North Wales Housing; Llandudno Junction; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave plus bank holiday

Benefits platform with savings on Groc

Further studies support and career dev

Employee health assistance

Annual Leave purchase scheme

Enhanced maternity and paternity pay

Generous contributory pension scheme

Job summary

North Wales Housing in Llandudno Junction is seeking a customer service professional fluent in Welsh to join our team. You will be the front line for callers, emails and visits, delivering friendly, helpful support.

Role involves signposting to services, handling rent queries and repairs, processing payments, and coordinating with trade operatives to schedule work in line with geography and resources. A positive, organised team player is essential.

Qualifications

• Welsh language level 3 - conversational Welsh is essential.
• Proven high-quality customer service experience.
• Highly organised with strong administrative skills.
• Excellent verbal and written communication; good numeracy.

Responsibilities

• Provide frontline customer service via telephone, email and letters.
• Signpost to other service providers as needed.
• Handle rent balance queries and repair requests.
• Raise repairs and coordinate property administration and resident satisfaction.
• Input jobs and coordinate with trades based on geographic location.

Skills

Welsh language (level 3)

Customer service experience

Organisational skills

Communication skills

Numeracy

Tools

CRM systems

Microsoft Word

Excel

Outlook

Job description

Do you have brilliant customer service skills, and are you comfortable with everyday conversations in Welsh? If so, read on to uncover more about this exciting career opportunity to join our progressive organisation with an inclusive culture, where you will benefit from our full support to fulfil your personal development.

About the Role

• Location: Llandudno Junction
• Contract: Permanent
• Salary: £28,210 per annum
• Hours: 35 per week, Monday to Friday

Reporting to the Customer Service Manager, you'll be responsible for providing an outstanding level of service to customers of all North Wales Housing's services over the telephone, via e-mail and letters, and through on-line and face to face interactions.

Key responsibilities include:

• Providing support and guidance to customers contacting North Wales Housing, including a Front of House service
• Signposting to other service providers
• Acting as the first point of contact for customers regarding current customer rent balances and requests for repairs
• Raising repairs and general property administration (including resident satisfaction)
• Taking payments via the phone or at our office locations, using the automated payment
• Inputting jobs into a works system and coordinating with trade operatives to ensure schedules are arranged based on geographic location, to support best use of resource

About You

We're looking for friendly, professional individuals who put customers at the heart of everything they do.

Essential requirements:

• Welsh Language: Level 3 - conversational Welsh
• Positive 'can do' attitude and team player
• Proven experience providing high-quality customer service
• Highly organised, with superb administrative skills
• Flexible approach to work, with the ability to work under pressure and prioritise workloads
• Good level of numeracy, with effective verbal and written communication skills
• Computer literacy including use of Microsoft Word, Excel and Outlook and CRM systems

Why Join Us?

North Wales Housing has been providing homes and services across North Wales since 1974. With over 3,000 homes and around 230 colleagues, we are proud of our Investors in People Gold accreditation and our commitment to our communities and people.

We offer:

• A supportive, values driven organisation
• Minimum of 25 days annual leave plus bank holidays
• Benefits platform with savings on groceries, high-street shopping, new tech, holidays etc.
• Further studies support and career development opportunities
• Employee health assistance and Annual Leave purchase scheme
• Enhanced maternity and paternity pay
• Generous contributory pension scheme

Our values

At NWH, our values are at the heart of everything we do. The successful candidate will be expected to apply our values in every aspect of their role by working collaboratively as One Team, building positive relationships based on Trust, being Open to diverse perspectives and new ideas, embracing opportunities to Learn and improve, and acting with Fairness, respect, and integrity in all interactions with colleagues, customers, partners, and the communities we serve.

At North Wales Housing, we're committed to being open to all and closed to prejudice. We welcome applications from people of all backgrounds and experiences, and we work hard to ensure our recruitment process is fair, inclusive and accessible to everyone. We value diversity, encourage authenticity, and believe we achieve more as One Team. If you need any adjustments or support during the recruitment process, please let us know - we're here to help you to be at your best.

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