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Customer Services Assistant x 2

Full Time
Job Sector:
Administration / Office Work, Call Centre, Charity / Not for Profit, Property / Lettings / Surveying
South Wales
Salary description:
£23, 431 to £25, 790 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.
Fixed Term, 6 Months
Salary range:  £23,431 to £25,790 per annum

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 over 400 staff at WWH and 215 staff in our two subsidiary companies, figures that are 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 Ewloe, North Wales, Newcastle Emlyn, 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 2017 Sunday Times Best Companies list and third in the UK overall, we have been in the Top Ten for the last six consecutive years. We are really proud of the fact that our staff love working for us, a lot of this is down to 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.

The Opportunity

Our Customer Service Centre (CSC) is the first port of call for many of our customers. We take about 500 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 a variety of 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. We are also actively marketing our services to other organisations and members of the public leading to new growth within the department.

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 and have the ability to be flexible with your hours of work, which may vary with prior notice.

Being an excellent communicator is, of course, essential in delivering the highest standards of service to our diverse resident and client base. Also 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 under pressure.

Experience of working with set procedures is an advantage, especially in our emergency alarm control room, where you will need to digest and follow procedures correctly.

Experience of working in a repairs environment is highly 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 important.

We offer a competitive benefits package, including a pension scheme.

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 415358.

Closing date for applications: 18th October 2017 at 11:59pm. 

The assessment will be held on the 31st October 2017

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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