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- Tasks: Be the first point of contact, delivering top-notch customer service and support.
- Company: Join Hafod, a socially conscious not-for-profit organisation making a positive impact.
- Benefits: Enjoy flexible working options, 25 days leave, and a range of employee perks.
- Why this job: Gain valuable experience in a supportive environment with opportunities for personal growth.
- Qualifications: Strong communication skills and resilience are key; previous customer service experience is a plus.
- Other info: Part-time role with no weekend shifts and potential for remote work one day a week.
The predicted salary is between 20500 - 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 permanent, full-time position, working 36 hours per week. Our teams work Monday to Friday, with no weekend shifts. This role offers the opportunity for flexible working.
Responsibilities
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 Co‑ordinator, your role will provide 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.
For full details of the key responsibilities and expectations, please refer to the attached job description.
Qualifications
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
- Medicash 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.
Next Steps
View our recruitment pack here for further details about the role.
If you’d like further information, or need reasonable adjustments or support, please contact us.
If you are interested in applying for this role, please click ‘Apply’ below.
Closing date: Sunday 4th January, 11:59 pm
Interviews will be held in‑person on Thursday 15th and Friday 16th January, at our head office, St Hilary Court, Cardiff.
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Customer Experience Specialist employer: Hafod
Contact Detail:
Hafod Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist
✨Tip Number 1
Familiarise yourself with Hafod's values and behaviours. Understanding their organisational culture will help you align your responses during the interview, showcasing how you embody these values in your previous experiences.
✨Tip Number 2
Prepare specific examples of how you've handled challenging customer interactions in the past. This role requires resilience and strong communication skills, so demonstrating your ability to manage complaints effectively will set you apart.
✨Tip Number 3
Research common housing-related queries and issues that customers might face. Being knowledgeable about these topics will not only impress your interviewers but also show your proactive approach to understanding the role.
✨Tip Number 4
Practice your time management skills by simulating a high-volume call environment. This will help you demonstrate your ability to prioritise tasks and handle multiple enquiries efficiently during the interview.
We think you need these skills to ace Customer Experience Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in customer service and administrative support. Emphasise any previous roles where you handled high call volumes or managed customer complaints.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your communication skills and ability to work independently. Mention specific examples of how you've successfully resolved customer issues in the past.
Highlight IT Skills: Since strong IT skills are essential for this role, ensure you mention your proficiency in Microsoft Word and Excel. Provide examples of how you've used these tools in previous positions.
Showcase Adaptability: Demonstrate your adaptability and positive attitude in your application. Mention any experiences where you had to adjust to changing situations or support different departments.
How to prepare for a job interview at Hafod
✨Showcase Your Communication Skills
As a Customer Experience Specialist, excellent communication is key. Be prepared to demonstrate your ability to connect with customers and colleagues. Use clear, concise language and provide examples of how you've successfully resolved customer queries in the past.
✨Prepare for Challenging Situations
This role involves handling complaints and challenging behaviour from callers. Think of specific instances where you've managed difficult situations effectively. Highlight your resilience and problem-solving skills during the interview.
✨Familiarise Yourself with IT Tools
Strong IT skills are essential for this position. Brush up on your knowledge of Microsoft Word and Excel, and be ready to discuss how you've used these tools in previous roles. If possible, mention any experience with customer service software.
✨Demonstrate Adaptability and Team Spirit
The ideal candidate should be adaptable and reliable. Prepare to discuss how you've supported other departments or taken on additional responsibilities in previous jobs. Show that you have a positive, can-do attitude that aligns with the company's values.
