Job Description

Do you want to make a meaningful impact on the lives of thousands and be part of an organisation that actively engages and involves the community in everything we do?


Your journey with us will begin in our Customer Hub team, where you will:

Provide outstanding customer service by resolving most enquiries at the first point of contact. Handle a variety of sensitive issues, including calls related to anti-social behaviour, rent, and repairs. Work proactively to enhance services and support the achievement of business goals. Negotiate and establish payment plans to address rent arrears. Ensure the service remains open, inclusive, and democratic, actively engaging with and involving Bron Afon members, tenants, and residents across Torfaen communities and forums.

Do you have knowledge of housing and repairs? Great! But if not, don't worry - we value passion and people skills above all. We're looking for someone with outstanding communication abilities who thrives on engaging with and helping others. If you have a naturally caring personality and are driven by a desire to create a positive impact in the community, we want to hear from you. Experience is a plus, but your commitment to making a difference is what truly matters.


As part of our commitment to work-life balance, we're excited to be trialling a 4-day working week, giving you more time to recharge while still making a meaningful difference. Experience is helpful, but the key is your dedication to creating real change.


If you would like to know more about the role, please contact one of our Customer Hub Team Leaders. You can reach Gemma at gemma.webster@bronafon.org.uk, Louise louise.aspley@bronafon.org.uk or Shannon at shannon.waldron2@bronafon.org.uk.

Early applications are encouraged as we may close the vacancy once we receive a sufficient number of applications.

We are currently running pilot of working a 4-day week (4DW)


To find out more about how this works for us, you can read the attached 4-day week information leaflet.


Please see the role profile attached. You will need this to complete your personal statement. Please pay particular attention to the person specification. When writing your personal statement, you only need to match the criteria that has 'Application' next to it in the 'stage of assessment' column. By following this guidance, it will give you the best chance of being shortlisted to the interview stage.


We love receiving applications from people of all backgrounds and identities and we're committed to creating a workplace that's welcoming, inclusive, and representative of our community. As part of our positive action approach, we're especially keen to hear from ethnically diverse communities. We believe in equal opportunities and are proud to support underrepresented groups in accessing rewarding careers at Bron Afon Community Housing.



We make a difference in people's lives every day. As an organization that's owned by the local community, we feel proud of our achievements since 2008 whilst recognizing that there's much more that we can do to improve the lives of people living across Torfaen and beyond. If you join us you will continue to prove the value of us and the work we do not just to our customers, but also to the wider community.


We are committed to equality and diversity and we aim to create a supportive environment where everyone feels valued and able to be themselves.