Hours: 37 hours per week, Monday to Friday, 8am – 5pm

About the Role

As a Contact Centre Advisor, you’ll be the first point of contact for our residents, providing a friendly, professional, and responsive service. You’ll handle a wide range of enquiries through phone, email, and digital channels, making sure residents receive accurate information and support when they need it.

This role often involves complex or challenging situations, requiring resilience, patience, and confident problem-solving. A key part of the role is resolving queries at the first point of contact wherever possible, helping to deliver a positive customer experience and maintain strong relationships within the community.

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What You’ll Be Doing

Acting as the first point of contact for resident enquiries

• Communicating via telephone, email, and digital platforms
• Providing clear advice, information, and guidance
• Resolving issues efficiently, aiming for first-time resolution
• Recording and managing enquiries accurately using computer systems
• Communicating with empathy, professionalism, and confidence, even in challenging situations

Is This Role Right for You?

Essential requirements:

• Fluent Welsh speaker (speaking, listening, and writing)
• Able to communicate confidently in English
• Comfortable using computers for everyday tasks
• Strong communication and interpersonal skills
• Calm, resilient, and able to manage challenging conversations
• Experience delivering good customer service (paid, voluntary, or personal)

Desirable:

• Experience handling and resolving problems constructively

If you enjoy helping people, solving problems, and working in a fast-paced, sometimes challenging environment, this could be a great fit

Why Join Us?

Pension – up to 8% employer matched contributions

• Annual leave – 25 days plus bank holidays, rising to 30 after 5 years’ service
• Holiday flexibility – the option to buy or sell annual leave
• Sick pay – enhanced company sick pay
• Employee perks and discounts, including:
  • Housing Perks App – savings on everyday shopping and essentials
  • Blue Light Discount – money off a wide range of retailers, restaurants, and services
  • Vivup – a wellbeing and benefits platform offering discounts, rewards, and practical support for everyday life
• …and many more!

If you’re a fluent Welsh speaker who’s passionate about delivering great customer service and making a positive difference, we’d love to hear from you.

Apply now via the “Apply” button and join our Customer Contact Centre team.