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Customer Service Calls Advisor

Job Details
  • 5600
  • North Wales Housing
  • Llandudno Junction with option for hybrid working
  • Contract, Full Time
  • Salary of £19,589 + hybrid working option

Customer Service Calls Advisor

2 x fixed term contracts up until 31st March 2023, working 35 hours per week

Do you have brilliant customer service skills, and are you comfortable with everyday conversations in Welsh? If so, read on to uncover more about this exciting opportunity to join our progressive organisation with an inclusive culture, where you will have the option for hybrid working.

Our Organisation

North Wales Housing is a successful social enterprise providing homes and delivering services to over 2,700 households across North Wales. Development is core to our future visions, and we’ve committed to over 200 quality new homes by 2023.

Although the organisation is rapidly growing, our vision and values have always been about more than just bricks and mortar. We’re a regional market leader in providing housing and services to vulnerable people, and our tenants are at the heart of everything we do.

Our team of around 170 individuals mean a lot to us, too. We’re proud to say that we’re a Gold Standard Investors in People employer, testament to our desire to care for our colleagues. Our People Strategy focuses on creating an environment where our people are proud to work at a place they want to be, supported to achieve their potential, give their best, and feel valued for their contribution.

The Role – Customer Service Calls Advisor

Reporting to the Customer Service Team Leader, you’ll be responsible for providing support and guidance to customers predominantly via the telephone, but also via e-mail, letter or on-line, ensuring a high level of customer service is provided at all times. Your duties will include:

  • Managing all customer telephone enquiries and conducting subsequent follow ups
  • Assisting customers with common housing register enquiries
  • Contacting tenants to check and update information held on our housing system
  • Undertaking tenant welfare check phone calls to see if we can assist them in any way
  • Ensuring that records are updated following calls, liaising with colleagues if any issues or concerns are raised
  • Assisting customers by signposting to other service providers and relevant third sector support agencies

The Package

  • Salary of £19,589
  • Temporary contract until 31st March 2023, working 35 hours per week within Monday and Friday
  • Hybrid working option, enabling you to combine working from home and at our offices in Llandudno Junction as required
  • Minimum of 23 days annual leave plus bank holidays
  • Benefits platform with savings on groceries, high-street shopping, new tech, holidays etc.
  • Employee health assistance scheme
  • Enhanced maternity and paternity pay
  • Generous contributory pension scheme

Our Requirements – Customer Service Calls Advisor

  • Superb customer service skills, with a good telephone manner
  • Comfortable with everyday conversations in Welsh
  • Effective verbal and written communication skills
  • Respect and understand the need to maintain strict confidentiality
  • IT Literacy with good working knowledge of Microsoft Word and Outlook
  • Ability to work well as part of a team, and able to be flexible and prioritise workloads
  • Good organisational and administrative skills

At North Wales Housing we are committed to safeguarding and promoting the welfare of service users. You must be willing for a basic DBS disclosure to be undertaken by our organisation.

Shortlisting of applications and interviews for this role will take place while the advert is live; the advert will close once the successful candidates are found. Candidates are therefore encouraged to submit applications as soon as possible.

By clicking apply on this site, you will automatically be redirected to the North Wales Housing website, where you will be required to complete an online application.

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