Customer Experience Hub Advisor

About the vacancy: We're looking for a Customer Experience Hub Advisor to deliver a high-quality, customer-focused service to Hedyn residents. As the first point of contact, you'll handle enquiries across multiple channels, resolve issues efficiently, and ensure every interaction reflects our commitment to excellent service. You'll play a key role in supporting residents, maintaining accurate records, and working collaboratively with colleagues to improve customer outcomes and experiences.

Specifically, in the role you will:

• Support the delivery of all first-point-of-contact services to residents and customers across all touch points, using what customers tell us to shape services, homes and communities.
• Be responsible for resolving enquiries and collating customer insight information at first point of contact.
• Engage with local networks and partners to provide and deliver effective services or signpost where appropriate.
• Deliver customer service and relevant administrative functions to achieve resolution at first-point-of-contact, tailored to customer requirements.
• Use multiple digital channels, promoting channel shift at every opportunity and providing services within defined standards.
• Ensure customer profiling and customer feedback is collected at source for service improvement purposes.
• Provide residents with details of rent balances, payment methods and take customer payments.
• Assist residents to make applications for housing, provide housing advice and direct customers to property information on the relevant local authority housing system and Hedyn website.
• Deal with requests from residents and customers who need repairs to their home, arranging suitable appointments and liaising with colleagues in property services teams to ensure repairs are carried out effectively and efficiently.
• Assist with customer satisfaction monitoring.
• Respond to email, web chat and social media demand from residents and customers.
• Identify areas where services can be improved and share this learning with the association.
• Log complaints received and seek to resolve them.
• Act upon safeguarding concerns immediately and in compliance with the safeguarding policy and procedure.
• Keep abreast of all relevant legislation and good practice issues relating to the role.
• Be responsible for the identification and management of business risk.

Corporate accountabilities:

• Work collaboratively to deliver services to your customers, in line with the agreed ways of working.
• Take ownership and responsibility for your work to deliver a seamless service in line with our 'one team' approach by working collaboratively and flexibly with colleagues in other teams.

Other areas of responsibility:

• Understand our strategic priorities, ambition and business Key Performance Indicators (KPIs) and how you contribute to achieving them.
• Work with your customers to respond to service requests within the agreed ways of working and provide constructive advice/signposting where requests are not our responsibility.
• Resolve complaints and expressions of dissatisfaction promptly and keep complainants informed of progress.
• Establish and maintain professional boundaries.
• Create and update data and records, electronically and manually.
• Represent Hedyn professionally, at all times.
• Participate in assigned projects.
• Work collaboratively with external partners and agencies.

Customer service - you'll:

• Deal courteously and professionally with residents and other customers.
• Seek and use customer feedback to improve the business.

Attitude and behaviour - we'll expect you to:

• Live by Hedyn's values.
• Challenge the way we work to continually improve our business.
• Reflect on your own performance for personal development.
• Take an organised approach to your work: planning, monitoring and adapting priorities.
• Communicate clearly and effectively.

Application Process: We require an application form to be completed for every role. We do not require recruitment agency support at this time - all speculative CV's will be treated as a direct application.

Your Hedyn, our comprehensive benefits package: We believe Hedyn is a great place to work and it's important to us that our people feel the same way. As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.

Enhanced Pension Scheme: We offer an attractive pension scheme with generous employer contributions of up to 12%. You are able to determine the level of contributions that is right for you.

Enhanced Annual Leave: You'll start on 25 days annual leave (+ Bank Holidays) which would increase gradually to 30 days following 3 years' service.

SMART Working (dependent on role): You're trusted to manage your time to work in a way that meets the needs of our customers, colleagues and communities. At Hedyn, we believe that 'work is something you do rather than somewhere you go.'

Health and Wellbeing: We have many health and wellbeing policies and initiatives such as Cycle to Work and Enhanced Maternity/Paternity/Adoption.

Flexible Benefits: We have a flexible benefits package that allows colleagues to spend £625 towards the benefits that suit them. There is a wide range of benefits available to choose from including Private Medical Insurance, Health Cash Plan, the option to have your professional memberships paid for, and Electric Vehicles.

Development: We offer many professional and personal development options such as sponsored study opportunities and career progression and development. We want you to be at your very best.

Please feel free to let us know of any changes we can make at any point in the recruitment process that will help support your application. If you are looking for your next career challenge, seeking responsibility, and are passionate about delivering the best possible service, we'd love to hear from you.