Customer Service Advisor

Rhondda Cynon Taf | ⏱ 35 hours per week | Fixed term until 5 March 2027

Salary: £24,568 per annum

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.

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.

• ✔ 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

• 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

• Experience with in social housing
• Knowledge of housing management, welfare benefits or repairs
• Customer service qualification
• Contact centre experience
• Experience working with contractors or partner organisations

• 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

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.

For an informal chat about the role please contact Sharon Coleman at

Closing date for applications on Sunday, 8th March 2026.