Customer Contact Advisor

This role is all about being the first point of contact for customers-listening, understanding, and resolving a wide range of enquiries with empathy and professionalism. You'll thrive in a multi-channel environment, taking ownership to solve problems and support customers at the first opportunity. It's perfect for someone who loves helping people, and wants to make a real difference through great service and teamwork.

About the role

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.

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.

We're looking for someone with solid customer service experience, confidence working to targets, and a strong team ethic. You'll bring strong communication skills, ability to build trust with customers from all backgrounds. You should be comfortable using a range of IT systems, able to multitask, and have a friendly, professional approach that builds trust. A good standard of education (minimum 5 GCSEs or equivalent) and an awareness of diverse customer needs are essential.

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.

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.

Perks, Benefits and a glimpse into our Codi world

You'll receive a salary of £28,324 per annum FTE, with a choice of pension schemes, including matched contributions of up to 10%, plus 3x life cover. You'll get 26 days' holiday plus bank holidays, rising to 31 days with service, and sick pay of up to 6 months' full pay after four years. You can also choose to be paid weekly or monthly, alongside access to a health cash plan, wellbeing support, Blue Light Card discounts, flexible working where the role allows, and plenty of learning and development opportunities.

Contract & hours: We have several opportunities available, including a permanent 37-hour post based in Cardiff, as well as fixed-term opportunities of up to 37 hours per week based in Swansea. Fixed-term contracts will run until either 31st March 2027 or 31st July 2027, with the specific hours and end date confirmed during the recruitment process. When you apply, we'll ask which opportunity you're interested in, and you can select more than one or all of them if you'd like to be considered for everything available.

To explore the full range of benefits, perks and rewards, visit: Careers - Codi