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For Companies At a Glance
- Tasks: Support residents through their retrofit journey, ensuring clear communication and excellent customer service.
- Company: Join a leading organisation focused on energy efficiency and social housing projects.
- Benefits: Competitive salary, clear career progression, and a supportive work environment.
- Why this job: Make a real difference in people's lives while building a long-term career.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Dynamic office environment with opportunities for collaboration and growth.
The predicted salary is between 24000 - 32000 £ per year.
Location: Cardiff
Salary: Up to £28,000 basic
Employment Type: Full‑time, Permanent
Progression: Clear scope for future development within the business
Overview
Unify HQ are recruiting on behalf of our client, a leading organisation delivering retrofit and energy‑efficiency projects for social housing providers, local authorities and funded schemes. They are seeking a Customer Experience Advisor to support residents throughout the full retrofit journey — from initial referral through to installation, completion and aftercare. This role is ideal for someone who is organised, empathetic and confident communicating with a wide range of customers in a regulated environment. This is a fantastic opportunity for someone looking to build a long‑term career, with genuine progression available as the team continues to grow.
Key Responsibilities
- Customer Communication & Support
- Act as the main point of contact for residents throughout their retrofit project.
- Explain planned works clearly, including insulation, heating upgrades and renewable measures.
- Handle inbound and outbound calls, emails and written communication professionally.
- Support vulnerable residents in line with scheme and social housing requirements.
- Tender & Scheme Delivery Support
- Work within the requirements of social housing tenders and funded schemes.
- Ensure all communication aligns with client and contractual obligations.
- Liaise with housing providers, local authorities and scheme partners.
- Scheduling & Coordination
- Coordinate appointments for surveys, installations and follow‑on works.
- Keep residents updated on scheduling changes or access requirements.
- Update CRM and workflow systems accurately.
- Complaints & Issue Resolution
- Manage customer concerns in line with company procedures and SLAs.
- Investigate issues, liaise with internal teams and provide clear updates.
- Maintain detailed records for audit and reporting.
- Post‑Installation & Aftercare
- Support residents with handover information, warranties and system queries.
- Coordinate remedial works where required.
- Gather feedback to support continuous improvement.
- Compliance & Quality Support
- Ensure all customer interactions meet PAS 2035, scheme and client requirements.
- Assist with evidence collection for audits and lodgements.
- Maintain accurate records in line with data protection standards.
Skills & Experience
Essential
- Experience in customer service or customer experience.
- Strong verbal and written communication skills.
- Ability to handle sensitive situations with empathy.
- Excellent organisation and attention to detail.
- Confident using CRM systems and Microsoft Office.
- Comfortable working in a fast‑paced, regulated environment.
Desirable
- Experience with social housing providers or local authorities.
- Knowledge of retrofit, construction or energy‑efficiency schemes.
- Experience handling complaints within contractual frameworks.
Personal Attributes
- Customer‑focused with a commitment to positive resident outcomes.
- Calm, resilient and solution‑driven.
- Collaborative and able to work across multiple teams.
- Proactive, adaptable and willing to take ownership.
- Professional and respectful when representing the organisation.
Working Environment
- Office‑based with regular interaction across operational, technical and compliance teams.
- Occasional engagement with site teams or external partners.
- Working within a regulated retrofit and social housing delivery environment.
If you have the relevant experience and skills, we encourage you to apply by sending your CV.
Application Process: Interested candidates should submit a CV and a covering letter detailing their experience and suitability for the role to James Feeley, Department Lead at Unify Renewables. If you have the skill set and are interested in being put forward for this new and exciting position, then please forward your CV immediately.
Unify HQ Limited is acting as an Employment Business in relation to this vacancy. If your experience matches, please forward your CV immediately. We thank all applicants who respond, but only those shortlisted will be contacted.
Customer Experience Advisor - Renewables in Cardiff employer: Unify
Contact Detail:
Unify Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Advisor - Renewables in Cardiff
✨Tip Number 1
Get to know the company inside out! Research their projects, values, and recent news. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer interaction, try role-playing scenarios with friends or family to boost your confidence in handling various situations.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to follow up! After an interview, send a quick thank-you email expressing your appreciation for the opportunity. It keeps you fresh in their minds and shows your enthusiasm for the role.
We think you need these skills to ace Customer Experience Advisor - Renewables in Cardiff
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Experience Advisor role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've handled customer interactions or resolved issues in the past, as this will resonate with us.
Showcase Your Communication Skills: Since strong verbal and written communication skills are essential, make sure your application reflects this. Keep your language clear and professional, and don’t forget to proofread for any typos or errors before hitting send!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates from us during the hiring process!
How to prepare for a job interview at Unify
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Experience Advisor in the renewables sector. Familiarise yourself with retrofit projects and energy efficiency measures. This will help you answer questions confidently and show your genuine interest in the position.
✨Showcase Your Empathy
Since this role involves supporting vulnerable residents, be prepared to discuss how you've handled sensitive situations in the past. Share specific examples that highlight your ability to communicate effectively and empathetically, as this is crucial for success in this position.
✨Demonstrate Organisation Skills
The job requires excellent organisation and attention to detail. During the interview, mention any tools or methods you use to stay organised, especially when coordinating appointments or managing multiple tasks. This will reassure them that you can handle the fast-paced environment.
✨Prepare for Scenario Questions
Expect questions about how you'd handle complaints or issues with residents. Think of scenarios where you've resolved conflicts or improved customer satisfaction. Practising these responses will help you articulate your problem-solving skills and show that you're solution-driven.
