Hybrid Customer Experience Advisor | Social Housing

Trivallis; Caerphilly; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

30 days annual leave

Local Government Pension scheme

Flexible working arrangements

Cash back plan

Job summary

Trivallis is seeking two Customer Experience Advisors to deliver exceptional service in a hybrid role. The positions focus on handling inquiries, documenting cases, and driving satisfaction within a community housing setting.

Two full-time roles offer a 37-hour week, with a fixed-term contract through August 31, 2027, and a salary of £28,106.48. Welsh language desirability is noted, and training support is provided.

Qualifications

• Experience in a contact centre or complex customer service role.
• Proven track record of meeting KPIs.
• Strong verbal and written communication.
• Ability to problem-solve with initiative.
• Attention to detail and record-keeping.
• Welsh language understanding is desirable.
• Willingness to undertake training to improve skills.

Responsibilities

• Document anti-social behaviour reports with meticulous detail.
• Handle complaints and direct to the appropriate resolution team.
• Meet and exceed targets and performance expectations across customer service.
• Adhere to protocols and documentation to uphold quality standards.
• Manage email, social media, and web inquiries with timely responses.
• Evaluate initial repair reports, prioritise work orders, and schedule appointments.
• Record all customer interactions in internal systems.
• Provide reception support and guidance as needed.
• Ensure availability targets are met and staff schedules are optimised.
• Follow Trivallis contact centre procedures and service delivery plans.

Skills

Customer service

Communication

Problem solving

Attention to detail

Documentation

Teamwork

Microsoft 365

Dynamics

Tools

Microsoft 365

Dynamics

Job description

Trivallis is seeking two Customer Experience Advisors to deliver exceptional service in a hybrid role. The positions focus on handling inquiries, documenting cases, and driving satisfaction within a community housing setting.

Two full-time roles offer a 37-hour week, with a fixed-term contract through August 31, 2027, and a salary of £28,106.48. Welsh language desirability is noted, and training support is provided.