Customer Services Advisor

Customer Services Advisor

Permanent contract, working 35 hours per week with hybrid working available.

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 career opportunity to join our progressive organisation with an inclusive culture, where you will have the option for hybrid working and will benefit from our full support to fulfil your personal development.

• Salary of £25,573
• Permanent contract, working 35 hours per week, Monday to Friday 9am to 5pm
• Hybrid working option, enabling you to combine working from home and at our offices in Llandudno Junction for at least 2 days per week (as part of a rota), although the first 12 weeks will be in the office full time for training
• Minimum of 25 days annual leave rising with length of service, plus bank holidays
• Benefits platform with savings on groceries, high-street shopping, new tech, holidays etc.
• Access to savings and low-cost loans through your local Credit Union
• Further studies support and career development opportunities
• Generous contributory pension scheme (up to 10%)
• Employee health assistance and cash plan scheme
• Discounted leisure facilities

Our Organisation

Here at North Wales Housing, we make a difference to people’s lives every day. If you’re committed to helping us achieve this, we’ll make sure we make a positive difference to your life too. Let’s work together to build on almost 50 years of providing quality homes across North Wales, investing into communities and supporting those facing homelessness.

As a Gold Standard Investors in People employer, we’re committed to providing an environment where our people can thrive and be proud of where they work, in a culture enabling them to fulfil their potential and feel valued for their contribution. In 2021, we became a Disability Confident employer and in 2023 listed as 'outstanding to work for’ by the Best Companies accreditation.

The Role - Customer Services Advisor

Reporting to the Customer Service Manager, you’ll be responsible for providing an outstanding level of service to customers of all North Wales Housing’s services over the telephone, via e-mail and letters, and through on-line and face to face interactions, with duties to include but not be limited to:

• Managing incoming customer enquiries
• Booking service appointments for customers and signposting to other service providers
• Ordering customers’ repair requests and follow ups
• Assisting customers with common housing register enquiries
• Taking rent payments and managing all enquiries from tenants
• Assisting with payment plans for the clearing of rent arrears and repairs recharges appropriately by making appointments with the Rents team
• Providing a reception service at the organisations Head Office
• Ensuring Trade Operative work schedules are organised and allocating works orders effectively to designated personnel via appropriate systems
• Processing invoices, analysing outstanding and completed jobs and accurate inputting of data
• Processing compliance documents including gas and electric certificates

Our Requirements - Customer Services Advisor

• Welsh Language: Level 3 - conversational Welsh
• Positive 'can do’ attitude and team player
• Proven experience providing high quality customer service
• Highly organised, with superb administrative skills
• Flexible approach to work, with the ability to work under pressure and prioritise workloads
• Good level of numeracy, with effective verbal and written communication skills
• Computer literacy including use of Microsoft Word, Excel and Outlook
• Respect and understand the requirement to maintain strict confidentiality
• Willingness to undertake relevant training

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.

North Wales Housing is an equal opportunities organisation who particularly welcome applications from candidates from diverse backgrounds. All Black, Asian and ethnic minority candidates, as well as disabled applicants who meet our essential criteria will be guaranteed an interview.

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.