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Customer Services Assistant x 2 - Cardiff

Full Time
Job Sector:
Administration / Office Work, Customer Service, Mech. / Electrical / Maintenance, Property / Lettings / Surveying
South Wales
Salary description:
£23, 970 - £26, 383 per annum
Start Date:
Wales & West Housing
Job Ref:

Customer Services Assistant x 2


Full time, average of 37 hours per week, 24/7 on a rota basis.


Salary range:  £23,970 - £26,383 per annum

The Opportunity

Our Customer Service Centre (CSC) is the first port of call for many of our customers. We take about 300 calls a day covering a range of topics relating to our housing service, whether it is about repairs, rents, anti-social behaviour or renting a home from us.

We are trusted to provide an “out of hours emergency repair service” to other organisations across Wales and we take over when they go home, resolving emergency situations for their residents as well as our own. 

Within our CSC, we have our emergency alarm control room that responds when our retirement residents pull the emergency cord in their home. You will have the opportunity to work across both of these services and build on your current experience in customer care.

Unlike many call centres we are not target driven, we are all about giving the best possible service to every customer that contacts us and doing what is right for them. We do not limit the time you spend dealing with a customers’ query and staff our service at a level that enables us to answer calls promptly and effectively.

Our Emergency Alarm Monitoring service is accredited with the Telecare Services Association, we are very proud that we passed with flying colours again this year. You would join our friendly, approachable and supportive team of 30 front line Customer Services Assistants who deliver our 24/7 service. You will be developed in line with our values and supported to succeed in the role, starting with a bespoke induction and continuing throughout your career with us.

We are not a ‘stand-alone’ call centre; we are an integral part of the wider organisation. To promote customer excellence we encourage all staff to learn about all areas of the business, to learn about other departments including work shadowing colleagues.

The Candidate

We can give you the knowledge you need to do the job, what we require from you is the right attitude, approach and values. You must have a real desire to provide excellent customer service, enjoy the satisfaction that it can bring and want to make a difference within the organisation.  You will need to be flexible with your hours of work, which may vary with prior notice and you will need to work as part of the team on a rota to answer calls within our CSC 24 hours a day, 7 days a week, 365 days a year.

Being an excellent communicator is, of course, essential in delivering the highest standards of service to our diverse resident and client base. The ability to quickly undertake administrative tasks in an organised and accurate fashion and good IT skills are essential.

We are looking for people who are patient, flexible and have the ability to work calmly under pressure, whilst having a genuine concern for the wellbeing of our customers.

Experience of working within an Emergency Alarm environment is highly desirable and working with set procedures is also an advantage.  In our emergency alarm control room you will need to digest and follow procedures correctly.

Experience of working in a repairs environment is desirable, but not essential.  We have clients across the whole of Wales and the ability to communicate verbally or in writing using the Welsh language, is a desirable quality. Although we are a fairly large team, we work closely with each other, so an ability to get on with colleagues and work effectively as part of a team is essential.

The Organisation  

Wales & West Housing are one of the leading housing providers in Wales. We operate across 15 local authority areas, providing quality, affordable homes and services to more than 19,000 residents. We are a major Welsh employer, with 400 staff at WWH and 200 staff in our two subsidiary companies, a figure that is growing year on year. We have been established since 1965, and we have grown from our first scheme of 49 flats in Cardiff, to over 11,500 properties across Wales. We have three main offices situated in north Wales, west Wales and our headquarters in Cardiff

This has been a big year for us at WWH, not least because we were ranked as the top Welsh not-for-profit organisation in the 2018 Sunday Times Best Companies list and fourth in the UK overall, we have been in the Top Ten for the last seven consecutive years. We are really proud of the fact that our staff love working for us; much of this is because of the unique culture we have here at WWH. Our aim is to create a place that everyone wants to work in and environment where every staff member feels supported and valued. Our values are really important to us at WWH and you will hear us talk a lot about being a values led organisation - our values drive the way we behave.

What we offer

We offer a competitive benefits package, including a pension scheme.  In addition we offer a cashback health plan, 25 days’ holiday as standard (excluding bank holidays and subject to pro rata for part time staff) plus an additional discretionary bank holiday at Christmas. As a flexible employer, we also offer the option to buy and sell up to 5 days’ leave per year. It’s no surprise our staff love to work here.

If this sounds like a company that you want to work for, then send your application in today!

To apply

Applications are being accepted via our online application process only, unless a disability makes this more difficult. If this is the case please contact the Human Resources Team, on 02920 415311.

To apply for this vacancy please clcik here or the Apply Now button below.

If you require any more information about this role, please speak to a Customer Services Officer on 0800 0522526 for an informal chat.

Closing date for applications: 23rd September 2018

The assessment will be on the 10th and 11th October2018

Company Description

Wales & West Housing is an innovative and dynamic organisation that empowers its staff to drive the business forward and to add real value to the organisation. We are committed to equality of opportunity in all our work.

WWH owns over 11,500 high quality, affordable homes meeting housing and communities’ needs across Wales. These include more than 3,000 dedicated properties for older people as well innovative supported housing solutions for people with a range of particular needs. Our vision is to achieve strong, sustainable growth to make a difference to people’s lives, homes and communities.

Closing Date:

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