Customer Contact Advisor

Pobl Group • Swansea, SC

6d • Hybrid

About The Position

The Customer Contact Advisor joins Codi’s Customer Contact Team, the first point of contact for customers seeking help with repairs, rent enquiries, housing applications and general support. The role involves supporting customers with empathy and helping resolve issues promptly. Advisors communicate with customers by phone, email and webchat, provide appropriate support, update records and work with colleagues across Housing Operations to resolve enquiries.

The role is hybrid: employees work from home and spend a minimum of two days per week in either the Cardiff or Swansea office, with the office base determined by home address. The team works on a rota to provide cover during contact-line opening hours: 8:30am–5:30pm Monday to Thursday and 8:30am–4:30pm on Fridays.

Several opportunities are available: a permanent 37-hour-per-week post based in Cardiff and fixed-term opportunities of up to 37 hours per week based in Swansea. Fixed-term contracts will end on either 31 March 2027 or 31 July 2027; specific hours and end dates will be confirmed during recruitment. Applicants can indicate which opportunities they wish to be considered for.

Codi describes its values as Compassionate, Authentic and Progressive. Its FREDIE principles are Fairness, Respect, Equality, Diversity, Inclusion and Engagement.

Requirements

• Solid customer service experience.
• Confidence working to targets.
• A strong team ethic.
• Strong communication skills and the ability to build trust with customers from all backgrounds.
• Comfort using a range of IT systems and the ability to multitask.
• A friendly, professional approach.
• A good standard of education: at least five GCSEs or equivalent.
• Awareness of diverse customer needs.

Responsibilities

• Handle customer enquiries about repairs, rent, housing applications and general support.
• Communicate with customers by phone, email and webchat.
• Help customers access appropriate support and work to resolve issues quickly.
• Update customer records.
• Work with colleagues across Housing Operations to resolve enquiries.
• Work on a rota to help provide service coverage during contact-line opening hours.

Benefits

• Salary of £28,324 per annum FTE.
• Choice of pension schemes, including matched contributions of up to 10%.
• Life cover of three times salary.
• 26 days’ holiday plus bank holidays, rising to 31 days with service.
• Sick pay of up to six months’ full pay after four years.
• Choice of weekly or monthly pay.
• Access to a health cash plan.
• Wellbeing support.
• Blue Light Card discounts.
• Flexible working where the role allows.
• Learning and development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED