Customer Contact Advisor

Pobl Group•Swansea, SC

7d•Hybrid

About The Position

This role offers a hybrid working arrangement, giving you the flexibility to work from home while spending a minimum of 2 days per week in the office. Your office base will be either Cardiff or Swansea, depending on your home address, and the rest of your hours can be completed from home. Our contact lines are open 8:30am–5:30pm Monday to Thursday and 8:30am–4:30pm on Fridays. The team works on a rota to make sure we have cover throughout the week. And the best bit? No evening or weekend working! You’ll join our friendly Customer Contact Team, working closely with teammates and managers in a supportive, hybrid setup. The service is the first point of contact for customers, handling a mix of repairs, rent enquiries, housing applications, and general support — all with empathy and a focus on solving issues quickly. You’ll typically spend your time speaking with customers across phone, email, and webchat, helping them get the right support at the right time, updating records, and working with colleagues across Housing Operations to resolve enquiries smoothly.

Requirements

Solid customer service experience
Confidence working to targets
Strong team ethic
Strong communication skills
Ability to build trust with customers from all backgrounds
Comfortable using a range of IT systems
Able to multitask
Friendly, professional approach that builds trust
Good standard of education (minimum 5 GCSEs or equivalent)
Awareness of diverse customer needs

Benefits

Pension Choices: Defined Contribution (DC) Scheme with matched contributions up to 10%. Or, Defined Benefit (DB) 1/80th of final salary for every year of service.
3 x Life Cover linked to pension membership
Saving scheme with competitive interest rate
Give As You Earn scheme for tax efficient charity donations
From 1st April 2026 the option to be either weekly or monthly paid.
26 days holiday, pro rata entitlement plus Bank holidays. Rising to 31 days with an extra day for each full year of service.
Flexible working opportunities dependent on role
Maternity & Adoption Leave: 20 weeks
Paternity Leave: 3 weeks
Sick Pay, rising with length of service up to 6 months full pay after 4 years.
Eyecare: Up to £100 reimbursement towards eye tests and glasses.
Free counselling, coaching, wellbeing team, and OH service to all colleagues
Annual Health Check
Health Cash Plan
Mileage paid at 45p plus 5P per passenger per mile
Salary sacrifice Electric Vehicle Lease Scheme (subject to eligibility)
Cycle to Work Scheme
Continuous professional training and development
Leadership development programmes
Professional memberships needed for your role are reimbursed
Career coaching
Support with funding and time for qualifications
Long Service Awards
Blue Light Card Eligibility giving discounts at 15,000 brands.
Colleague Discount platform