Who are we looking for?

This is an excellent opportunity for someone who is proactive and eager to provide a high-quality customer-centred service.

The Customer Services Advisor will work alongside the officers within the wider Housing and Communities directorate to provide technical information relating to customer queries around repairs and maintenance, provide support to customers with all tenancy management queries and support excellent customer service through communication.

In addition, the Customer Services Advisor will lead on the administration of Physical Adaptation Grants, work closely with Cwm Taf Care & Repair, contractors and Welsh Government, as well as ensuring component records and servicing information is updated. We are looking for someone who:

• Has strong customer service acumen, including the ability to develop trusting, respectful relationships with tenants and customers in a multi-channel-based setting.
• Is empathetic and always understanding, positive and professional, even in challenging circumstances.
• Has excellent interpersonal skills and can interact with a diverse group of people including tenants, local authorities, social services, police, contractors and colleagues.
• Able to support customers to make rent payments and promote a payment culture and work closely with the Housing Officers as well as deal with applicants that have been offered a home in a fair and clear manner.
• Contributes effectively and positively to the team; ensuring that all people play their part in creating excellent customer services, and a positive and team working environment where all skills and capacity are maximised.

Our Customer Services Team

The Customer Services Team is responsible for providing excellent levels of customer service across our housing and maintenance functions, ensuring that tenants and other customers get accurate information and progress on issues affecting their tenancies, repairs, their community, and other housing and/or maintenance related issues.

The capturing of accurate, quality data is pivotal, especially in driving continuous improvement.

The team are responsible for:

• Support to the Maintenance team in the delivery of reactive repairs and contractor invoices
• Support to the Housing team in respect of rent, letting and ASB queries.
• General office administration such as mail management
• Supporting employees to deliver a high-quality, right first-time service.

Equality, Diversity & Inclusion

We value diversity in all its facets, including sex, disability, age, ethnicity, sexual orientation and gender identity.

When it comes to finding a diverse balance for our senior positions, we have decided to specifically address race equality. Candidates from ethnic minority backgrounds who fulfill the essential role criteria will be guaranteed an interview.

We are also committed to the Disability Confident Scheme. If you have a disability, you will be guaranteed an interview if you meet the essential role criteria.

Our Vision

To be part of happy, healthy, and prosperous valley communities, where everyone has a chance to live well.

Our Purpose

To provide great homes and support for the people who make up our communities.