Remote-Eligible Customer Experience Specialist (18-Month FTC)

Hafod; Cardiff; Hybrid; GBP 21,000 - 27,000; Full time

Job summary

Hafod in Cardiff is seeking a Customer Experience Specialist to join our team. The role is full-time, 36 hours per week, and based mainly at Head Office in Cardiff with an option to work one day a week from home.

You will be the first point of contact for customers, handling inquiries with professionalism, resolving issues and supporting colleagues. The role is an 18-month fixed-term contract, with Monday to Friday shifts and flexible working where possible.

Qualifications

• Excellent communication skills to connect, support and provide solutions.
• Experience handling high call volumes.
• Experience in housing or housing-related queries is desirable.
• Ability to handle complaints and challenging caller behaviour.
• Welsh language skills or willingness to develop Welsh are desirable.

Responsibilities

• Be the first point of contact for customers and colleagues to deliver excellent service.
• Respond to all incoming enquiries in a timely and professional manner.
• Resolve issues and urgent requests, supporting customers throughout.
• Provide knowledge and guidance for queries, ensuring satisfactory resolutions.
• Refer to the full job description for a detailed overview.

Skills

Communication skills

Call handling

Customer service

Problem solving

Job description

Hafod in Cardiff is seeking a Customer Experience Specialist to join our team. The role is full-time, 36 hours per week, and based mainly at Head Office in Cardiff with an option to work one day a week from home.

You will be the first point of contact for customers, handling inquiries with professionalism, resolving issues and supporting colleagues. The role is an 18-month fixed-term contract, with Monday to Friday shifts and flexible working where possible.