Customer Service Advisor (Part-Time)

Cynon Taf Community Housing Group; Mountain Ash, Abercynon; On-site; GBP 12,000 - 25,000; Part time

Job summary

A community housing organization in Wales seeks a part-time Customer Services Advisor to deliver outstanding customer service and manage tenancy queries. Responsibilities include providing technical information on repairs, leading grant administration, and ensuring customer satisfaction. The ideal candidate will possess strong interpersonal skills and fluency in Welsh. This role offers a salary of £24,568 annually pro rata.

Qualifications

• Ability to speak and write in Welsh.
• Strong customer service acumen, able to develop trusting relationships.
• Empathetic, positive, and professional demeanor.
• Excellent interpersonal skills for diverse interactions.
• Support customers with rent payments and Home Offer processes.
• Contribute positively to team dynamics.

Responsibilities

• Provide technical information on repairs and maintenance.
• Lead on Physical Adaptation Grants administration.
• Maintain high-quality customer service through communication.

Skills

Welsh language proficiency

Customer service acumen

Empathy and understanding

Interpersonal skills

Ability to promote payment culture

Job description

Overview

Department: Customer Service
Tenure: Permanent
Hours: Part time, 17.5 hours (2.5 days) per week
Salary: £24,568 per annuum (£12,284 pro rata)

This is an excellent opportunity for someone who is proactive and eager to deliver outstanding customer focused service through multi-channel contact from a range of customers. The role requires a quality approach to resolving queries responsively and in a friendly manner and getting it right first time. The Customer Services Advisor will work alongside the officers within the wider Housing and Communities directorate to provide technical information relating to customer queries around repairs and maintenance, provide support to customers with all tenancy management queries and support excellent customer service through communication. In addition, the Customer Services Advisor will lead on the administration of Physical Adaptation Grants, work closely with Cwm Taf Care & Repair, contractors and Welsh Government, as well as ensuring component records and servicing information is updated.

Responsibilities

• Provide technical information relating to customer queries around repairs and maintenance; support customers with tenancy management queries; and maintain high-quality customer service through effective communication.
• Lead on the administration of Physical Adaptation Grants; work closely with Cwm Taf Care & Repair, contractors and Welsh Government; ensure component records and servicing information is updated.

Qualifications

• Has ability to speak and write in Welsh
• Has strong customer service acumen, including the ability to develop trusting, respectful relationships with tenants and customers in a multi-channel-based setting.
• Is empathetic and always understanding, positive and professional, even in challenging circumstances.
• Has excellent interpersonal skills and can interact with a diverse group of people including tenants, local authorities, social services, police, contractors and colleagues.
• Able to support customers to make rent payments and promote a payment culture and work closely with the Housing Officers as well as deal with applicants that have been offered a home in a fair and clear manner.
• Contributes effectively and positively to the team; ensuring that all people play their part in creating excellent customer services, and a positive and team working environment where all skills and capacity are maximised.

Application details

Please visit our website https://cynon-taf.org.uk/work-with-us/customer-service-advisor-part-time/ for further detail on the role and information on how to apply.

We value diversity in all its facets, including sex, disability, age, ethnicity, sexual orientation and gender identity. When it comes to finding a diverse balance for our senior positions, we have decided to specifically address race equality. Candidates from ethnic minority backgrounds who fulfil the essential role criteria will be guaranteed an interview. We are also committed to the Disability Confident Scheme. If you have a disability, you will be guaranteed an interview if you meet the essential role criteria.

For an informal chat about the role please contact Sharon Coleman at [e-mail]

Closing date for applications on Wednesday, 8th October 2025
Interviews are likely to take place on Tuesday, 21st October 2025