Customer Service Advisor

Description:

Cynon Taf Community Housing Group (CTCHG) is a well-established housing association based in Rhondda Cynon Taf. The organisation manages over 2,000 homes for individuals, families, and couples, as well as specialist housing for older people and those with learning disabilities. Alongside its housing operations, CTCHG runs Down to Zero, a programme promoting local environmental sustainability, and Cwm Taf Care & Repair, which helps older residents live independently at home. The group is committed to fostering community well-being, sustainable living, and delivering excellent services to tenants.

CTCHG is currently seeking a Customer Service Advisor (Part-Time) to join the Customer Service team. This is a key frontline role, responsible for providing high-quality, multi-channel support to tenants and customers. The role is permanent, working 17.5 hours per week (2.5 days), with a salary of £24,568 per annum (pro-rata £12,284).

The successful candidate will handle a wide variety of customer queries, including tenancy management, repairs, maintenance, and payments. They will ensure first-time query resolution while maintaining a friendly, professional, and empathetic approach. The role also includes administrative responsibilities such as processing Physical Adaptation Grants, updating servicing and component records, and liaising with contractors, Welsh Government, and Care & Repair services.

Key Responsibilities:

• Deliver excellent customer service across multiple communication channels (calls, emails, in-person).

• Provide tenants with accurate advice on tenancy management, repairs, and maintenance issues.

• Support customers in making rent payments and encourage a payment culture.

• Administer Physical Adaptation Grants in coordination with Welsh Government, contractors, and Cwm Taf Care & Repair.

• Maintain up-to-date records of servicing, component information, and adaptations.

• Handle housing applications and support customers offered a home in a fair and transparent way.

• Work closely with Housing Officers and the wider Housing and Communities directorate.

• Contribute positively to team culture, ensuring a collaborative and supportive work environment.

Candidate Requirements:

• Ability to speak and write in Welsh (essential).

• Strong customer service skills with the ability to build trust and respect with tenants and customers.

• Empathy, positivity, and professionalism, even under challenging circumstances.

• Excellent interpersonal skills to engage with tenants, colleagues, local authorities, social services, police, and contractors.

• Ability to work effectively in a team environment, maximising collective skills and capacity.

• Previous experience in housing, customer service, or a related field is highly desirable.

Benefits and Commitments:

• Competitive pro-rata salary.

• Permanent, part-time working arrangement with flexibility.

• Inclusive and diverse workplace culture, with a strong focus on equality.

• Guaranteed interview scheme for candidates from ethnic minority backgrounds and candidates with disabilities (if essential criteria are met).

• Disability Confident employer status, ensuring fair opportunities for applicants with disabilities.

Important Dates:

• Closing date for applications: Wednesday, 8th October 2025

• Interviews scheduled for: Tuesday, 21st October 2025