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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 based in Cardiff.
- 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 IT proficiency are essential; previous customer service experience is a plus.
- Other info: Work part-time 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 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.
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 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.
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
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 careers@hafod.org.uk
If you are interested in applying for this role, please click \’Apply\’ below.
Closing date:
Sunday 4th January, 11:59pm
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: Hendre Limited
Contact Detail:
Hendre Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist
✨Tip Number 1
Familiarise yourself with common customer service scenarios, especially those related to housing and maintenance. This will help you demonstrate your understanding of the role during the interview.
✨Tip Number 2
Practice your communication skills by engaging in mock calls or role-playing exercises. This will prepare you for handling high call volumes and managing challenging situations effectively.
✨Tip Number 3
Showcase your IT skills by being proficient in Microsoft Word and Excel. Consider preparing examples of how you've used these tools in previous roles to improve efficiency or solve problems.
✨Tip Number 4
Research our company values and behaviours to align your responses during the interview. Demonstrating a positive, can-do attitude that fits our culture will make you stand out as a candidate.
We think you need these skills to ace Customer Experience Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and any specific skills mentioned in the job description, such as handling high call volumes and strong IT skills. Use keywords from the job posting to make your application stand out.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and ability to manage challenging situations. Mention your adaptability and positive attitude, as these are key traits for the role. Be sure to explain why you want to work with this organisation specifically.
Showcase Relevant Experience: In your application, provide examples of how you've successfully resolved customer issues in the past. Highlight any experience in a housing or customer service environment, even if it's not directly related to the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a Customer Experience Specialist.
How to prepare for a job interview at Hendre Limited
✨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 Scenario-Based Questions
Expect questions that assess your problem-solving skills and resilience. Think of specific situations where you managed challenging calls or complaints. Describe the situation, your actions, and the positive outcomes to show your capability in handling difficult scenarios.
✨Familiarise Yourself with the Company Values
Understanding the organisation's behaviours and values can give you an edge. Research their mission and how they approach customer service. Be ready to discuss how your personal values align with theirs and how you can contribute positively to their team.
✨Demonstrate Your IT Proficiency
Since strong IT skills are essential for this role, be prepared to discuss your experience with Microsoft Word and Excel. You might be asked about how you use these tools to manage workloads or improve efficiency, so have relevant examples ready.
