Customer Experience Specialist

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.

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.

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.

• 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

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 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.

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

If you are interested in applying for this role, please click 'Apply' below.

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.