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- Tasks: Be the first point of contact, delivering top-notch customer service and support.
- Company: Join a socially conscious not-for-profit organisation with a family-friendly culture.
- Benefits: Enjoy a competitive salary, 25 days leave, and great perks like discounts and cashback.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Strong communication skills and resilience; previous customer service experience is a plus.
- Other info: Flexible working options and opportunities for personal and professional growth.
The predicted salary is between 22000 - 30000 £ per year.
We have an exciting opportunity to join our busy Customer Experience team as a Customer Experience Specialist. 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 a 12-month fixed term contract, 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 Do
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.
What You’ll Need
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.
Benefits
- The role offers a salary of £26,271 per annum
- 25 days annual leave (plus bank holidays) - increasing with length of service
- 8% employer pension contributions
- Join a socially conscious not for profit organisation
- Medi-cash health cash-back plan
- Employee assistance programme and well-being resource available 24/7
- Perks - a range of shopping and activity discounts and cashback options
- We are a Family Friendly organisation
- Develop with the support of our L&D team
- Opportunities for development
We provide a range of learning and development opportunities to support you at every stage of your career. From technical training to leadership development, we have a range of programmes available for you.
Our Behaviours
Our Behaviours guide the way we work, shape the way we grow and make sure each of us, whatever we do, can have a positive impact within our roles. To find out more about our Behaviours please see the attached Hafod Behaviours Framework.
Next steps
If you’d like further information, or need reasonable adjustments or support, please contact Leisha Jones. If you are interested in applying for this role, please click 'Apply' below. Closing date: Friday 6th February, 11:59pm. Interviews will be held in-person on Thursday 12th and Friday 13th February, at our head office, St Hilary Court, Cardiff.
Customer Experience Specialist (12-month fixed term contract) in Cardiff employer: Hafod
Contact Detail:
Hafod Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist (12-month fixed term contract) in Cardiff
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on their values and mission. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. This will help you feel more confident and articulate when discussing your experience and how it relates to the Customer Experience Specialist role.
✨Tip Number 3
Show off your skills! Be ready to share specific examples of how you've handled challenging customer situations in the past. This will demonstrate your resilience and problem-solving abilities, which are key for this role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and keep you fresh in their minds.
We think you need these skills to ace Customer Experience Specialist (12-month fixed term contract) in Cardiff
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Specialist role. Highlight your relevant experience in customer service and any skills that match the job description, like handling high call volumes or managing complaints.
Show Off Your Communication Skills: Since this role is all about connecting with customers, let your communication skills shine through in your application. Use clear and concise language, and don’t forget to mention any specific examples where you’ve successfully resolved customer issues.
Be Yourself: We want to see your personality! Don’t be afraid to let your unique voice come through in your application. Show us your positive attitude and resilience, especially when discussing how you handle challenging situations.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Hafod
✨Know Your Customer Service Basics
Brush up on the fundamentals of excellent customer service. Be ready to discuss how you would handle various customer scenarios, especially challenging ones. Think about your past experiences and how they relate to the role.
✨Show Off Your Communication Skills
Since this role requires strong communication, practice articulating your thoughts clearly. You might want to prepare examples of how you've effectively communicated with customers or colleagues in the past, especially in high-pressure situations.
✨Familiarise Yourself with the Company
Do a bit of research on the organisation and its values. Understanding their mission and how they approach customer experience will help you align your answers with what they’re looking for. It shows genuine interest and preparation.
✨Prepare for Role-Play Scenarios
Expect to engage in role-play during the interview to demonstrate your problem-solving skills. Think through potential customer queries or complaints you might face and how you would resolve them. Practising these scenarios can give you a real edge.
