At a Glance
- Tasks: Be the first point of contact, delivering excellent customer service and support.
- Company: Join Hafod, a community-focused organisation making a real difference.
- Benefits: Flexible working, no weekend shifts, and a supportive team environment.
- Other info: Opportunity for career growth in a collaborative and inclusive workplace.
- Why this job: Make an impact every day while helping customers and communities thrive.
- Qualifications: Strong communication skills and resilience in handling customer queries.
Here for people. Here for communities. Here for you.
What is the role?
Make a difference every day as a Customer Experience Specialist at Hafod.
Our Customer Experience team is primarily based at our Head Office in Cardiff, but subject to business needs we do offer the option for working 1 day a week from home.
This is an 18 month fixed term, full time position, working 36 hours per week.
Our teams work Monday to Friday, with no weekend shifts and we offer the opportunity for flexible working.
What you’ll be doing
- You will be the first point of contact for the organisation, working closely with both customers and colleagues to deliver excellent customer service and administrative support.
- You’ll be responsible for responding to all incoming enquiries in a timely and professional manner.
- Reporting to the Customer Experience Team Leader, your role will be providing assistance for our customers through resolving issues, responding to urgent requests.
- Providing a point of experience and knowledge for customer queries and ensuring that all calls are handled efficiently to reach a satisfactory resolution.
You can find the full job description attached for a more detailed overview of the role.
What you’ll bring
- You’ll be confident working on your own initiative and have developed excellent communication skills to allow you to connect, support, and successfully provide solutions for our customers.
- Previous experience in handling high call volumes would be beneficial for this role.
- The calls require a management of housing and maintenance-related queries, although a background within Housing is not required for this role, experience within a housing or customer service environment is highly desirable.
- You will need resilience and an ability to manage challenging situations as this role will handle complaints calls and navigate challenging behaviour from callers.
- Strong IT skills are essential, particularly in Microsoft Word and Excel.
- You’ll need to demonstrate an ability to prioritise workloads and time management skills whilst handling a high volume of calls, emails, and social media enquiries.
- From time to time, you may be asked to support other departments, so the ideal candidate will be adaptable, reliable, and bring a positive, can-do attitude to the team.
Interested in applying?
Submit your application online.
We’ll review all applications and if you’re shortlisted, we’ll get in touch to arrange an interview at our Head Office.
If you’re successful at the end of the recruitment process, we’ll offer you the role and begin your pre-employment checks. This includes confirming your right to work and completing an enhanced DBS check, which we’ll organise and pay for.
If you’d like some tips or advice with the recruitment process, we’ve put together some helpful guidance, here .
We may close this advert early if we receive a high number of applications, so we encourage you to apply as soon as possible.
Support and adjustments
We’re committed to ensuring a fair and inclusive recruitment process. If you need any reasonable adjustments or support at any stage, please let us know and we'll be happy to help.
About Head Office
Our head office teams provide the support that keeps our organisation moving, helping us deliver high-quality services to communities right across Wales. We provide the foundations that enables our customer facing teams to focus on what matters most.
Our directorate brings together key business functions including People (HR), Communications, Finance, Procurement, Payroll, IT, Development and several specialist support teams. We look after everything from recruiting and paying colleagues, to managing budgets, systems, data, governance, partnerships and organisational improvement.
The work our head office teams do directly shapes the quality, sustainability and reputation of Hafod. We help ensure resources are used wisely, decisions are well informed, risks are managed and colleagues have the tools and support they need to their jobs well.
You’ll be part of a collaborative, professional community that values improvement, inclusion and impact. Roles in our head office teams offer real influence, variety and the chance to make a difference behind the scenes while seeing the outcomes of your work in communities across Wales.
#MP
Customer Experience Specialist in Cardiff employer: HAFOD HOUSING ASSOCIATION LIMITED
Hafod Housing Association Limited is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional development. With comprehensive training and opportunities for growth, you will play a vital role in ensuring the safety of residents across our care homes in the beautiful region of South Wales. Join us to make a meaningful impact while enjoying the benefits of a collaborative team environment.
Contact Details:
HAFOD HOUSING ASSOCIATION LIMITED Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HAFOD HOUSING ASSOCIATION LIMITED. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HAFOD HOUSING ASSOCIATION LIMITED before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HAFOD HOUSING ASSOCIATION LIMITED:Your cover letter is your chance to shine! Tell us why you want to work at HAFOD HOUSING ASSOCIATION LIMITED specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HAFOD HOUSING ASSOCIATION LIMITED!
How to prepare for a job interview at HAFOD HOUSING ASSOCIATION LIMITED
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
