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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 25 days annual leave, health cash-back plan, and flexible working options.
- 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 in handling customer queries are essential.
- Other info: Opportunities for learning and development to boost your career 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.
Salary and 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.
- 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 are interested in applying for this role, please click 'Apply' where you will be redirected to our recruitment platform. 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 FTC) 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 FTC) in Cardiff
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on the organisation's values and mission. This will help you connect your answers to what they care about, showing that you're not just another candidate.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. The more comfortable you are with your responses, the more confident you'll feel during the actual interview.
✨Tip Number 3
Show off your skills! Be ready to share specific examples from your past experiences that highlight your customer service abilities. Think about times when you resolved issues or handled complaints effectively.
✨Tip Number 4
Don’t forget to ask questions! At the end of the interview, have a couple of thoughtful questions prepared. This shows your interest in the role and helps you figure out if the company is the right fit for you.
We think you need these skills to ace Customer Experience Specialist (12-month FTC) 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 of how you've successfully resolved customer issues in the past.
Be Yourself: We want to see the real you! Don’t be afraid to let your personality come through in your application. Share your passion for customer service and how you can bring a positive, can-do attitude to our team.
Apply Through Our Website: Remember to apply directly through our website for the best chance of success. It’s super easy, and you’ll get all the details you need about the role and our organisation right there!
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 complaints. 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 successfully resolved issues or communicated effectively in previous roles.
✨Demonstrate Resilience
Prepare to talk about challenging situations you've faced in customer service. Highlight your ability to stay calm under pressure and how you managed to turn a negative experience into a positive one for the customer.
✨Familiarise Yourself with IT Tools
Make sure you're comfortable with Microsoft Word and Excel, as these skills are essential for the role. Consider preparing a few examples of how you've used these tools in past jobs to improve efficiency or manage data.
