Summary
As a Customer Account Advisor, you’ll play a key role in supporting customers to manage their rent and service charge accounts while delivering a high standard of customer service. Working as part of the Income Team, you’ll provide proactive administrative and account support, build strong relationships with partners such as local authorities and the DWP, and use digital tools to help sustain tenancies. This is a varied, customer‑focused role where your attention to detail and people skills will make a real difference to customers and communities.
Overview
Who are Codi Group?
Codi is a not‑for‑profit with a big heart and an even bigger mission. As Wales’ largest provider of housing, care, and support, we’re here to help people live well, feel supported, and rise to their full potential. We look after almost 25,000 homes across Wales and are gearing up to build more than 4,500 new ones in the next five years. Every day, our teams support nearly 17,000 individuals with services that make a real and uplifting difference to people’s everyday lives. With over 3,000 passionate colleagues, Codi is a major player in the Welsh economy—powered by strong partnerships, shared values, and a genuine love for helping communities thrive. Our name says it all: ‘Codi’ means rise in Welsh. It reflects who we are, where we come from, and our ambition to lift expectations, lift communities, and lift each other.
About The Role
This role is offered on a fixed‑term contract until 31st March 2027, working 37 hours per week. The position operates on an agile working basis, with flexibility around location to support both business needs and work–life balance. The team meet once a week in the Cardiff office, so you should be able to join the team on this day. Our office is based on Newport Road, Cardiff.
A key part of the role is leading on bulk digital contact with customers, including issuing PayByLinks when Direct Debits fail and sending payment reminders. Where required, you will manage a small cohort of customer accounts, monitoring balances and working proactively with customers to support tenancy sustainment.
You will also assist with housing benefit and Universal Credit administration, liaise with Finance to resolve discrepancies or missing payments, and identify opportunities to improve processes and ways of working to better support customers and communities.
Skills and Experience Needed
We’re looking for someone who has experience supporting customer accounts within a housing or finance‑related environment and can provide effective administrative and customer service support in a busy team. You’ll be confident communicating with customers and external stakeholders and comfortable using digital systems, including Microsoft Office, with the ability to quickly learn new technologies.
The ideal candidate will be well organised, with strong attention to detail and the ability to maintain accurate records and work proactively to resolve issues. Experience of working within social housing and an understanding of welfare benefits and income recovery processes are desirable, as is the ability to remain calm, focused, and customer‑centred in a fast‑paced environment.
You’ll have a minimum of 5 GCSEs (or equivalent), preferably including Maths and English. A full driving licence is desirable.
Values
At Codi, our values are Compassionate, Authentic, and Progressive. When you join us, you’ll embrace these principles and thrive in an environment shaped by them.
Pay and Pensions
* £27,858.00 per annum
* 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 × 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.
Time off and Flexibility
* 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
Wellbeing
* 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
Getting Around
* Mileage paid at 45p plus 5p per passenger per mile
* Salary sacrifice Electric Vehicle Lease Scheme (subject to eligibility)
* Cycle to Work Scheme
Personal Development
* 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
Perks and Recognition
* Long Service Awards
* Blue Light Card Eligibility giving discounts at 15,000 brands.
* Colleague Discount platform
FREDIE
At Codi Group we are guided, in all that we do, by a group of principles that we call FREDIE, these are: Fairness, Respect, Equality, Diversity, Inclusion, Engagement. This means that whatever your background, you will have an equal opportunity to rise with us and we encourage you to apply now.
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