Rhondda Cynon Taf | 35 hours per week | Fixed term until 5 March 2027
Salary: £24,568 per annum
Cynon Taf Community Housing Group
About Us
Cynon Taf Community Housing Group (CTCHG) is proudly rooted in Rhondda Cynon Taf. We're committed to building healthy valleys communities where everyone feels connected, supported and hopeful about the future.
We manage more than 2,000 homes across our communities and work with partners to support older people, those fleeing domestic abuse, and individuals with learning disabilities. Driven by our values — commitment, respect and integrity — we're here to make a lasting, positive difference.
The Role
We're looking for a Customer Service Advisor who will be the first point of contact for our tenants, residents, and visitors. You'll deliver friendly, high‑quality customer service across multiple channels and work closely with Housing, Maintenance, Communities and Compliance teams to help resolve queries quickly and empathetically.
This is a role where every interaction helps strengthen our community.
What You'll Be Doing
Delivering excellent customer service across phone, digital and face‑to‑face channels
Resolving tenant enquiries at the first point of contact
Providing accurate repairs diagnostics and supporting maintenance queries
Supporting the lettings and allocations process
Leading administration for Physical Adaptation Grants
Keeping CRM records accurate, clear and up to date
Supporting administrative tasks across front‑facing services
Liaising with contractors, partner agencies and internal teams
Assisting with surveys and customer satisfaction activities
What You'll Bring
Essential:
GCSEs (or equivalent) at grade C+ in English & Maths
Experience in a frontline customer service role
Strong administration and organisational skills
Excellent written and verbal communication
Ability to speak and write in Welsh
Confidence using Microsoft Office and digital systems
Ability to work independently and use initiative
Empathy, professionalism and strong interpersonal skills
Accuracy, attention to detail and strong problem-solving skills
Desirable:
Experience within social housing
Knowledge of housing management, welfare benefits or repairs
Customer service qualification
Contact centre experience
Experience working with contractors or partner organisations
Our Benefits
We believe people do their best work when they feel trusted, supported and valued. As part of our team, you'll enjoy:
Agile working with a trust clock so you can manage your own time
25 days annual leave, rising to 30 days after 5 years' service
8 bank holidays + 4 complimentary days
Enhanced maternity, paternity & shared parental leave
Enhanced sickness absence scheme
Occupational Health referral scheme
Generous pension scheme
Health care package including EAP (optional to join)
Ongoing training, support & development opportunities
Discounted corporate gym membership
Wellbeing buddy system
Why Join Us?
At CTCHG, you'll be part of a team that truly cares — about our tenants, our communities, and each other. You'll have the tools, trust and support to grow, contribute and make a meaningful impact every day.
If you're empathetic, proactive and passionate about helping people, we'd love to hear from you.