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Customer Experience Advisor

Location: Cardiff
Salary: Up to £28,000 basic
Employment Type: Full‑time, Permanent
Progression: Clear scope for future development within the business

Overview

Unify HQ are recruiting on behalf of our client, a leading organisation delivering retrofit and energy‑efficiency projects for social housing providers, local authorities and funded schemes.

They are seeking a Customer Experience Advisor to support residents throughout the full retrofit journey — from initial referral through to installation, completion and aftercare. This role is ideal for someone who is organised, empathetic and confident communicating with a wide range of customers in a regulated environment.

This is a fantastic opportunity for someone looking to build a long‑term career, with genuine progression available as the team continues to grow.

Key Responsibilities

* Customer Communication & Support

Act as the main point of contact for residents throughout their retrofit project.

Explain planned works clearly, including insulation, heating upgrades and renewable measures.

Handle inbound and outbound calls, emails and written communication professionally.

Support vulnerable residents in line with scheme and social housing requirements.

* Tender & Scheme Delivery Support

Work within the requirements of social housing tenders and funded schemes.

Ensure all communication aligns with client and contractual obligations.

Liaise with housing providers, local authorities and scheme partners.

* Scheduling & Coordination

Coordinate appointments for surveys, installations and follow‑on works.

Keep residents updated on scheduling changes or access requirements.

Update CRM and workflow systems accurately.

* Complaints & Issue Resolution

Manage customer concerns in line with company procedures and SLAs.

Investigate issues, liaise with internal teams and provide clear updates.

Maintain detailed records for audit and reporting.

* Post‑Installation & Aftercare

Support residents with handover information, warranties and system queries.

Coordinate remedial works where required.

Gather feedback to support continuous improvement.

* Compliance & Quality Support

Ensure all customer interactions meet PAS 2035, scheme and client requirements.

Assist with evidence collection for audits and lodgements.

Maintain accurate records in line with data protection standards.

Skills & Experience

Essential

* Experience in customer service or customer experience.

* Strong verbal and written communication skills.

* Ability to handle sensitive situations with empathy.

* Excellent organisation and attention to detail.

* Confident using CRM systems and Microsoft Office.

* Comfortable working in a fast‑paced, regulated environment.

Desirable

* Experience with social housing providers or local authorities.

* Knowledge of retrofit, construction or energy‑efficiency schemes.

* Experience handling complaints within contractual frameworks.

Personal Attributes

* Customer‑focused with a commitment to positive resident outcomes.

* Calm, resilient and solution‑driven.

* Collaborative and able to work across multiple teams.

* Proactive, adaptable and willing to take ownership.

* Professional and respectful when representing the organisation.

Working Environment

* Office‑based with regular interaction across operational, technical and compliance teams.

* Occasional engagement with site teams or external partners.

* Working within a regulated retrofit and social housing delivery environment.

If you have the relevant experience and skills, we encourage you to apply by sending your CV.

Application Process: Interested candidates should submit a CV and a covering letter detailing their experience and suitability for the role to James Feeley, Department Lead at Unify Renewables.

If you have the skill set and are interested in being put forward for this new and exciting position, then please forward your CV immediately.

Unify HQ Limited is acting as an Employment Business in relation to this vacancy. If your experience matches, please forward your CV immediately. We thank all applicants who respond, but only those shortlisted will be contacted