Multi-Channel Customer Experience Lead

United Welsh; Caerphilly; On-site; GBP 22,000 - 25,000; Full time

Job summary

United Welsh is seeking a Customer Engagement Co-ordinator to deliver high-quality customer service across channels, resolving queries promptly and professionally. You will manage reception duties, process documents, and warmly welcome visitors at our head office.

You will work within the Housing and Communities Team, build strong relationships with partners, manage customer expectations, and help drive service improvements while maintaining our standards of care and accuracy.

Qualifications

• Proven experience in a customer service role.
• Experience handling reception duties and welcoming visitors.
• Ability to use Capita OpenHousing or similar housing systems.
• Proficient in MS Office and email communication.
• Strong numerical skills and ability to manage rent-related queries.

Responsibilities

• Deliver responsive customer-focused service across channels (phone, in person, email, social).
• Manage reception duties: process documents, post, and greet visitors.
• Record and act on customer feedback to improve services.
• Support the Housing and Communities Team to maintain high standards.
• Build relationships with partners and handle rent queries accurately.

Skills

Customer service

Reception duties

Communication skills

Teamwork

Empathy

Numerical skills

Problem solving

Proactivity

Tools

Capita OpenHousing

Microsoft Excel

Microsoft Word

Microsoft Outlook

Microsoft Teams

IS databases

Job description

United Welsh is seeking a Customer Engagement Co-ordinator to deliver high-quality customer service across channels, resolving queries promptly and professionally. You will manage reception duties, process documents, and warmly welcome visitors at our head office.

You will work within the Housing and Communities Team, build strong relationships with partners, manage customer expectations, and help drive service improvements while maintaining our standards of care and accuracy.