Customer Service Advisor

Yolk Recruitment Public Sector and Not-for-Profit is thrilled to be selected as the Specialist Recruitment partner for ateb to appoint an empathetic and proactive Customer Service Advisor to be part of a forward-thinking team that values collaboration, trust, and empowerment.

The Opportunity:

As a Customer Service Advisor, you will act as the first point of contact for all customer enquiries, from general enquiries to informal complaints, offering housing related support and signposting to relevant service providers where appropriate.

You will initially be based in the office in Haverfordwest; however, ateb is relocating to new offices, so during this 6-month contract, you may be required to work from the new office in Milford Haven.

Whilst ateb operates a hybrid working policy, due to the nature of the role, you will be required to be in the office a minimum of 3 days per week.

Responsibilities:

• Co-ordinate customer general enquiry requests, liaising with in-house teams and external contractors - with the aim of providing excellent customer service, meeting service standards and team targets.
• Being the first point of contact for all customer enquiries ensuring a high level of customer service is always provided i.e. general enquiries, informal complaints, monitoring of social media platforms.
• Ensuring the continued safety of our customers, staff and visitors by delivering 100% compliant periodic building safety tests e.g., annual gas safety and electrical servicing etc.
• Assist customers in applying for social housing and any other local housing initiatives.
• Maintaining the administration of allocations of properties including transfers and using systems such as the Swaptracker and Homeswapper schemes.
• Assist and collaborate with teams and agencies as and when required, ensuring agreed policies, procedures and processes are adhered to at all times i.e. Choice Based Lettings, tenant engagement, rent payments and advice etc.

Requirements:

• Demonstrable experience (ideally in the last 2 years) of providing complex advice and support to customers in sectors such as housing and health and social care.
• Ability to manage challenging or emotionally sensitive conversations, showing empathy while working within policy, legal, or organisational frameworks, is essential.
• Must be able to work in a fast-paced reactive environment, responding to a high volume of tasks including phone calls and administration, and the need to prioritise effectively.
• Must be confident in using a range of ICT systems to support day-to-day tasks, including updating records, coordinating across teams and general administration.
• You will be confident to make the right decisions to ensure the best service outcomes.

Application Process:

Please note, Yolk Recruitment is managing this recruitment campaign.

For a confidential discussion and to access the full job description before applying, please contact Hannah Welfoot at Yolk Recruitment.

To apply, please submit your CV ensuring you've demonstrated how your skills and experience relate to the role, by midday Wednesday, 30^th April 2025.

Interviews will be held in person week commencing 5^th May 2025.

Yolk Recruitment is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates, regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, gender identity, or any other protected characteristic. We champion and celebrate diversity at Yolk allowing our team to bring their whole selves to work.