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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, making sure queries are resolved professionally and quickly. In this role you will manage reception duties, process documents, and welcome visitors warmly. You will work flexibly within our Housing and Communities Team, maintaining high service standards and creating positive experiences for customers. Building strong relationships with partners and managing customer expectations proactively are important 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, making sure queries are resolved effectively and quickly.
• Show excellent person skills while managing reception duties at our head office, including processing documents, handling post, and warmly welcoming visitors to the office.
• Record, assist and action customer feedback including compliments and complaints, and use the knowledge gained from feedback to improve our services.
• Support the Housing and Communities Team by working flexibly to make sure the highest standards of service delivery, enabling positive experiences for both internal and external customers and partners.
• Assist United Welsh in meeting their financial targets to make sure that the organisation can make the most of its financial strength. For example, making sure that rent queries and direct debit mandates are correctly and professionally handled.
• Build strong relationships with partners such as Celtic Horizons, managing agents, and support providers to shorten customer journey time and resolve queries efficiently at the first point of contact.
• Proven experience in a customer service role, demonstrating the ability to handle a range of customer inquiries effectively.
• Ability to work 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 person skills, capable of managing reception duties, processing documents, 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.
• 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 OpenHousing as a housing management system.
• Familiar with Microsoft Teams.
• Familiar with IS databases.

We reserve the right to close this vacancy early if we receive a high volume of suitable applications.