Customer Experience Hub Assistant

Hedyn; Newport; On-site; GBP 20,000 - 30,000; Full time

Job summary

A community-focused organization in Newport is seeking a Customer Experience Hub Assistant to provide exceptional service within a multi-channel contact centre. The ideal candidate will ensure prompt handling of resident queries, support administrative tasks, and manage home repair requests. This full-time role offers an opportunity for those passionate about delivering quality customer care. Skills in customer service and administration are essential for success in this position.

Benefits

Enhanced Pension Scheme

Enhanced Annual Leave

Agile Working Policy

Health and Wellbeing initiatives

Professional development opportunities

Qualifications

• Experience in customer service roles, preferably in housing or community development.
• Strong administrative skills with attention to detail.
• Ability to work independently and manage tasks effectively.

Responsibilities

• Operates in a multi-channel contact centre handling resident queries.
• Provides administrative support for effective service delivery.
• Liaises with residents to arrange home repairs and offers advice.

Job description

Customer Experience Hub Assistant

Location: Newport, Wales, United Kingdom

Employment type: Full-time

Seniority level: Not Applicable

Job function: Customer Service (Housing and Community Development)

Posting date: 2 weeks ago

Closing Date: Tuesday 2 December

Accountabilities & Responsibilities

• To operate within a multi-channel contact centre, ensuring that queries via all channels are dealt with promptly and accurately on a first-time resolution basis. Assistants will update the Housing Management system with thorough details of resident contact.
• To provide comprehensive administrative support, enabling the effective delivery of services to residents. This includes using Contact Management to ensure that call back requests are made on behalf of residents if assistants are unable to answer queries.
• To deal with requests from residents who need repairs to their home and liaise with them to diagnose repairs and arrange suitable appointments, providing advice to residents on self-repair/resident responsibility, identifying and advising on rechargeable repairs.
• Assistants will have individual responsibilities for tasks allocated to them by the Contact Team Officers and Advisor and will work on their own initiative to complete such tasks.
• To provide a professional reception service to all visitors to and to deliver associated tasks.
• To ensure that residents and prospective residents receive the maximum possible information about the services provided by the Association.
• To ensure continuous improvement, initiating, contributing, facilitating and responding to change in a positive manner.
• Utilise a person-centered approach when communicating with residents.
• Demonstrate a commitment to customer care, safety, privacy, and equality by complying with all relevant policy and procedures, in particular those relating to: Health & Safety Legislation – to ensure that safe working practices and procedures are adopted at all times. | GDPR legislation – to act in compliance with GDPR and data protection laws, ensuring adherence to GDPR standards. respecting confidentiality and privacy, and protecting data subjects’ rights. | Equality & Diversity – supporting the principles and practice of equality of opportunity as set out in the Association’s Equality & Diversity Policy.
• To undertake any other relevant duties as determined by the Line Manager, Association or Chief Executive

Contact & Application Process

For further information about the role, please contact Victoria Powell – [e-mail]

We require an application form to be completed for every role.

We do not require recruitment agency support at this time – all speculative CV’s will be treated as a direct application.

Benefits & Compensation

• Enhanced Pension Scheme: We offer an attractive pension scheme with generous employer contributions.
• Enhanced Annual Leave: You’ll start on 25 days annual leave (+ Bank Holidays) which would increase to 30 days following 3 years’ service.
• Agile Working Policy (dependent on role): Hedyn work with the philosophy that ‘work is something you do rather than somewhere you go.’
• Health and Wellbeing: We have many health and wellbeing policies and initiatives such as Cycle to Work and Enhanced Maternity/Paternity/Adoption.
• Development: We offer many professional and personal development options such as paying for professional membership, sponsored study opportunities and career progression and development.

If you are looking for your next career challenge, seeking responsibility, and are passionate about delivering the best possible service, we'd love to hear from you.