Customer Experience Hub Advisor
Hedyn · Newport, Wales ·
Vacancy: Customer Experience Hub Advisor Contract: 6-months FTC (potential to extend) Closing date: Sunday 20 September Shortlisting: Monday 21 September Proposed Interview date: Friday 25 September (if unavailable on this date, please let us know) 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 identi...