Healthy Homes CX Specialist — Empathy in Action (Glasgow)

Wheatley-Group; Glasgow; On-site; GBP 27,000 - 29,000; Part time

Job summary

Wheatley Homes Glasgow is seeking a Healthy Homes Customer Experience Assistant to join the Repairs Team. You will engage customers across phone, text and email, taking ownership of enquiries and providing empathetic, professional service to progress cases and resolve issues at the first point of contact where possible.

You will help customers experiencing damp and wider Healthy Homes issues, ensuring timely updates, maintaining accurate records and collaborating across teams to deliver a

Qualifications

• Experience delivering customer service across multiple channels (phone, SMS, email).
• Ability to take ownership of enquiries with empathy and professionalism.
• Organised and able to manage a fast-paced workload while using digital systems.

Responsibilities

• Engage with customers across telephone, SMS and email channels.
• Own enquiries and resolve issues at first point of contact where possible.
• Monitor cases, provide updates and escalate risks or delays when needed.
• Maintain accurate records and inform customers of next steps.
• Contribute to service improvements by sharing feedback with colleagues.

Skills

Customer service

Empathy

Organisation

Digital literacy

Teamwork

Tools

CRM software

Job description

Wheatley Homes Glasgow is seeking a Healthy Homes Customer Experience Assistant to join the Repairs Team. You will engage customers across phone, text and email, taking ownership of enquiries and providing empathetic, professional service to progress cases and resolve issues at the first point of contact where possible.

You will help customers experiencing damp and wider Healthy Homes issues, ensuring timely updates, maintaining accurate records and collaborating across teams to deliver a