Customer Engagement Co-ordinator in Caerphilly

• Reporting to: Senior Customer Service Coordinator
• Broad purpose of the post

We are looking for a Customer Engagement Co-ordinator to deliver exceptional customer service across various channels, ensuring prompt and professional resolution of queries.

In this role you will manage reception duties, process documentation, and welcome visitors warmly.

You will work flexibly within our Housing and Communities Team, maintaining high service standards and fostering positive experiences.

Building productive relationships with partners and managing customer expectations proactively are key aspects of the role.

• Key accountabilities
• Deliver a responsive, customer-focused service across all communication channels, including telephone, face-to-face, text, email, and social media, ensuring queries are resolved promptly and effectively.
• Demonstrate excellent interpersonal skills while managing reception duties at our head office, including processing documentation, handling postal duties, and warmly welcoming visitors to the office.
• Record, assist and action customer feedback including compliments and complaints, and help use the knowledge gained from feedback to improve service delivery.
• Support the Housing and Communities Team by working flexibly to ensure the highest standards of service delivery, fostering positive experiences for both internal and external customers and partners.
• Assist United Welsh in meeting financial targets to ensure the organisation can make the most of its financial strength, for example ensuring that rent queries and direct debit mandates are correctly and professionally handled.
• Foster productive relationships with partners such as Celtic Horizons, managing agents, and support providers to minimise customer journey time and resolve queries efficiently at the first point of contact.

Where possible, resolve queries and provide relevant information at the first point of contact to deliver the best possible outcome for the customer and ensure delivery of departmental KPIs.

• Proven experience in a customer service environment, demonstrating the ability to handle diverse customer inquiries effectively.
• Ability to collaborate effectively within a dynamic team, maintaining high standards of professionalism, empathy, and kindness.
• Proficiency in Microsoft Excel, Word, Outlook, and email, with the ability to learn and adapt to new software.
• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
• Strong interpersonal skills, capable of managing reception duties, processing documentation, handling postal tasks, and warmly welcoming customers.
• Highly adaptable and flexible, able to work within a team to meet changing priorities and demands.

Remaining calm and composed under pressure, ensuring effective service delivery.

• Proactively manage customer perceptions and expectations, providing education and guidance as needed.
• Skilled in building and maintaining positive relationships with residents and other stakeholders, fostering trust and satisfaction.
• Strong numerical skills, with the ability to accurately calculate rent payments.
• Experience of working within the Social Housing sector.
• Experience of customer service through corporate social media channels.
• Competent using Capita Open Housing as a housing management system.
• Familiar with Microsoft Teams.
• Familiar with IS databases.
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