Customer Experience Hub Advisor

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Basis Full time

Job profile for Customer Experience Hub Advisor

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Salary £26,839.07

Contractual hours 37

Basis Full time

Job reference REQ
00759

Attachments attachment

Customer Experience Hub Advisor

Vacancy:
Customer Experience Hub Advisor

Closing date:
Tuesday 11 August

Shortlisting:
Wednesday 12 August

Proposed Interview date:
Tuesday 25 August

Salary: £26,839.07

About the vacancy:

We’re looking for a Customer Experience Hub Advisor to deliver a high-quality, customer-focused service to Hedyn residents.

As the first point of contact, you’ll handle enquiries across multiple channels, resolve issues efficiently, and ensure every interaction reflects our commitment to excellent service. You’ll play a key role in supporting residents, maintaining accurate records, and working collaboratively with colleagues to improve customer outcomes and experiences

Specifically, in the role you will:

• Supporting the delivery of all first-point-of-contact services to residents and customers across all touch points, using what customers tell us to shape services, homes and communities.
• Responsible for resolving enquiries and collating customer insight information at first point of contact.
• Engaging with local networks and partners to provide and deliver effective services or signpost where appropriate.
• Delivering customer service and relevant administrative functions to achieve resolution at first-point of-contact, tailored to customer requirements.
• Using multiple digital channels, promoting channel shift at every opportunity and providing services within defined standards.
• Ensuring customer profiling and customer feedback is collected at source for service improvement purposes.
• Providing residents with details of rent balances, payment methods and take customer payments.
• Assisting residents to make applications for housing, provide housing advice and direct customers to property information on the relevant local authority housing system and Hedyn website.
• Dealing with requests from residents and customers who need repairs to their home, arranging suitable appointments and liaising with colleagues in property services teams to ensure repairs are carried out effectively and efficiently.
• Assisting with customer satisfaction monitoring.
• Responding to email, web chat and social media demand from residents and customers.
• Responsible for identifying areas where services can be improved and share this learning with the association.
• Logging complaints received and seeking to resolve them.
• Acting upon safeguarding concerns immediately and in compliance with the safeguarding policy and procedure.
• Keeping abreast of all relevant legislation and good practice issues relating to the role.
• Responsible for the identification and management of business risk.

Corporate accountabilities

Working collaboratively to:

• Deliver services to your customers, in line with the agreed ways of working
• Take ownership and responsibility for your work
• to deliver a seamless service in line with our ‘one team’ approach by working collaboratively and flexibly with colleagues in other teams

Other areas of responsibility:

• Understanding our strategic priorities, ambition and business Key Performance Indicators (KPIs) and how you contribute to achieving them
• Working with your customers to respond to service requests within the agreed ways of working and provide constructive advice/signposting where requests are not our responsibility
• Resolving complaints and expressions of dissatisfaction promptly and keeping complainants informed of progress
• Establishing and maintaining professional boundaries
• Creating and updating data and records, electronically and manually
• Representing Hedyn professionally, at all times
• Participating in assigned…