Customer Contact Advisor in Swansea

This role is all about being the first point of contact for customers—listening, understanding, and resolving a wide range of enquiries with empathy and professionalism. You’ll thrive in a multi‑channel environment, taking ownership to solve problems and support customers at the first opportunity. It’s perfect for someone who loves helping people and wants to make a real difference through great service and teamwork.

Codi is a not‑for‑profit with a big heart and an even bigger mission. As Wales’ largest provider of housing, care, and support, we’re here to help people live well, feel supported, and rise to their full potential. We look after almost 25,000 homes across Wales and are gearing up to build more than 4,500 new ones in the next five years. Every day, our teams support nearly 17,000 individuals with services that make a real and uplifting difference to people’s everyday lives. With over 3,000 passionate colleagues, Codi is a major player in the Welsh economy—powered by strong partnerships, shared values, and a genuine love for helping communities thrive.

This role offers a hybrid working arrangement, giving you the flexibility to work from home while spending a minimum of 2 days per week in the office. Your office base will be either Cardiff or Swansea, depending on your home address, and the rest of your hours can be completed from home. Our contact lines are open 8:30am–5:30pm Monday to Thursday and 8:30am–4:30pm on Fridays. The team works on a rota to make sure we have cover throughout the week. And the best bit? No evening or weekend working!

You’ll join our friendly Customer Contact Team, working closely with teammates and managers in a supportive, hybrid setup. The service is the first point of contact for customers, handling a mix of repairs, rent enquiries, housing applications, and general support — all with empathy and a focus on solving issues quickly. You’ll typically spend your time speaking with customers across phone, email, and webchat, helping them get the right support at the right time, updating records, and working with colleagues across Housing Operations to resolve enquiries smoothly.

We’re looking for someone with solid customer service experience, confidence working to targets, and a strong team ethic. You’ll bring strong communication skills, ability to build trust with customers from all backgrounds. You should be comfortable using a range of IT systems, able to multitask, and have a friendly, professional approach that builds trust. A good standard of education (minimum 5 GCSEs or equivalent) and an awareness of diverse customer needs are essential.

At Codi, our values are Compassionate, Authentic, and Progressive. When you join us, you’ll embrace these principles and thrive in an environment shaped by them.

Pay and Pensions:

• £28,324.00 per annum
• Pension Choices: Defined Contribution (DC) Scheme with matched contributions up to 10%
• Defined Benefit (DB) 1/80th of final salary for every year of service
• 3 x Life Cover linked to pension membership
• Saving scheme with competitive interest rate
• Give As You Earn scheme for tax efficient charity donations
• From 1st April 2026 the option to be either weekly or monthly paid

Time off and Flexibility:

• 26 days holiday, pro rata entitlement plus Bank holidays. Rising to 31 days with an extra day for each full year of service.
• Flexible working opportunities dependent on role
• Maternity & Adoption Leave: 20 weeks
• Paternity Leave: 3 weeks

Wellbeing:

• Sick Pay, rising with length of service up to 6 months full pay after 4 years.
• Eyecare: Up to £100 reimbursement towards eye tests and glasses.
• Free counselling, coaching, wellbeing team, and OH service to all colleagues
• Annual Health Check
• Health Cash Plan

Getting Around:

• Mileage paid at 45p plus 5p per passenger per mile
• Salary sacrifice Electric Vehicle Lease Scheme (subject to eligibility)
• Cycle to Work Scheme

Personal Development:

• Continuous professional training and development
• Leadership development programmes
• Professional memberships needed for your role are reimbursed
• Career coaching
• Support with funding and time for qualifications

Perks and Recognition:

• Long Service Awards
• Blue Light Card Eligibility giving discounts at 15,000 brands.
• Colleague Discount platform

At Codi Group we are guided, in all that we do, by a group of principles that we call FREDIE, these are: Fairness, Respect, Equality, Diversity, Inclusion, Engagement. This means that whatever your background, you will have an equal opportunity to rise with us and we encourage you to apply now.

If you would like any support with your application or to discuss any adjustments that you may require to support you to application process, please contact talent@codigroup.co.uk or 0300 373 5262.

If you have the skills and experience required, please follow the prompts to apply now. We reserve the right to close this advert before this date if we receive a high volume of applications, so don’t delay in applying. This role is a fixed‑term contract until March 2027.

Our interview process is designed to be straightforward and flexible. The first stage is an online assessment, which you can complete from home at a time that suits you. Successful candidates will then be invited to a 15‑minute telephone assessment on 10 April 2026. The final stage will be an in‑person interview at either our Cardiff or Swansea office on 15 or 17 April 2026.