Hafod Care

03/02/2026

Only a few days to go!

Our Customer Experience Team Leader role closes on Friday 6 February. If you have contact centre experience and put customers first in everything you do, this could be the perfect next step for you.

You’ll be right at the heart of our services, leading and coaching colleagues, supporting day-to-day operations, resolving complex issues, and helping us deliver truly person-centred customer experiences.

💷 Salary: £30,213
📍 Location: St Hilary Court
🕒 Hours: Full time, 36 hours (with flexible working)
📅 Closing date: 06/02/2026 at 23:59

You’ll also enjoy great benefits, development opportunities, and the chance to work for a not-for-profit organisation focused on getting the basics right, connecting with customers and investing in a better future.

Don’t miss out, apply here: https://orlo.uk/Rlkay

03/02/2026

Our Customer Experience phone lines will be unavailable on Thursday 5 February due to training.

You can still get in touch with our care homes directly, using the contact details available here - https://orlo.uk/38cJB

For non-urgent queries, you can:
➡️ Email us at enquiries@hafod.org.uk
➡️ Fill in our ‘Contact us’ form: https://orlo.uk/LtnrS

Our team will be available day again from 8.30am on Friday 6 February.

Thank you for your understanding.

31/01/2026

We’re recruiting! Customer Experience Team Leader

Do you work in a contact centre or currently a team leader who loves working in a customer-focused environment? Do you get a buzz from coaching, developing and leading a team to be their best? This could be your next move!

We’re looking for a Customer Experience Team Leader to join our busy Customer Experience team based at St Hilary Court, Cardiff. You’ll be leading a brilliant team of Customer Experience Specialists, supporting day-to-day contact centre performance and helping us deliver a genuinely person-centred service to our customers.

You’ll be right at the heart of what we do, coaching colleagues, handling escalations, working with other teams to solve problems, and helping shape services that make a real difference to people’s homes and communities.

What’s on offer?

✔️ Salary of £30,213 per year
✔️ Permanent, full-time role (36 hours)
✔️ Flexible working options
✔️ Great benefits, pension and wellbeing support
✔️ The chance to lead, coach and grow in a supportive, values-led organisation

If you’ve got experience leading teams in a contact centre or customer service setting and you’re passionate about great customer experiences, we’d love to hear from you.

📅 Apply by: 06/02/2026
👉 Find out more and apply here: https://orlo.uk/ocYrZ

Know someone perfect for this role? Please like, share or tag them below!

28/01/2026

We are pleased to share that following a rigorous recruitment process, we have appointed Adrian Burke as our new Chief Executive Officer.

Adrian, who currently serves as CEO at First Choice Housing Association, brings extensive leadership experience and a strong track record in housing and community services.

Throughout the interview process, involving members of our Board as well as colleagues and customers, Adrian demonstrated his commitment to collaboration, community and delivering high-quality services.

Neil Davies, Chair of the Board, said:

“We are thrilled that Adrian will be joining us as our new CEO. He has a strong passion for providing homes that support customers and communities. We look forward to working with Adrian, strengthening our mission focus and reinforcing our vision to play our role in helping communities thrive.”

Adrian, who will join us mid-summer, added:

“I am really looking forward to joining the team at Hafod. It is a huge privilege to be chosen as their next CEO and have the opportunity to work alongside colleagues making a real difference in communities across south Wales.

“Hafod is a truly mission driven organisation, rooted in strengths-based approaches and customer centred practice. I am hugely excited to be part of their next chapter.”

Adrian replaces Jas Bains, who recently stepped down as Hafod’s CEO, having held the position since 2017.

28/01/2026

Our Customer Experience phone lines will be unavailable on Friday 30 January due to training.

You can still get in touch with our care homes directly, using the contact details available here - https://orlo.uk/fX8UU

For non-urgent queries, you can:
➡️ Email us at enquiries@hafod.org.uk
➡️ Fill in our ‘Contact us’ form: https://orlo.uk/Q1KmT

Our team will be available day again from 8.30am on Monday 2 February.

Thank you for your understanding.

27/01/2026

We’re recruiting! Customer Experience Team Leader

Do you work in a contact centre or currently a team leader who loves working in a customer-focused environment? Do you get a buzz from coaching, developing and leading a team to be their best? This could be your next move!

We’re looking for a Customer Experience Team Leader to join our busy Customer Experience team based at St Hilary Court, Cardiff. You’ll be leading a brilliant team of Customer Experience Specialists, supporting day-to-day contact centre performance and helping us deliver a genuinely person-centred service to our customers.

You’ll be right at the heart of what we do, coaching colleagues, handling escalations, working with other teams to solve problems, and helping shape services that make a real difference to people’s homes and communities.

What’s on offer?

✔️ Salary of £30,213 per year
✔️ Permanent, full-time role (36 hours)
✔️ Flexible working options
✔️ Great benefits, pension and wellbeing support
✔️ The chance to lead, coach and grow in a supportive, values-led organisation

If you’ve got experience leading teams in a contact centre or customer service setting and you’re passionate about great customer experiences, we’d love to hear from you.

📅 Apply by: 06/02/2026
👉 Find out more and apply here: https://orlo.uk/2OcHH

Know someone perfect for this role? Please like, share or tag them below!

23/01/2026

Exciting opportunities in our Customer Experience team at Hafod!

We’re looking for passionate, people-focused colleagues to join us and help deliver our mission to:
✔️ Get the basics right by providing excellent day-to-day service
✔️ Connect with our customers through empathy, listening, and problem-solving
✔️ Invest for a better future by improving services and supporting stronger communities

We have three roles available:
👉 Customer Experience Team Leader
Permanent, Cardiff | £30,213 | Flexible working available
Lead and support our Customer Experience Specialists, oversee day-to-day performance, and help shape a service that puts customers at the heart of everything we do.
🔗 Apply: https://orlo.uk/eDl6E

👉 Customer Experience Specialist
Permanent, Cardiff | £26,271 | Hybrid working (1 day WFH, subject to business needs)
Be the first point of contact for Hafod, resolving enquiries, supporting customers, and making a real difference every day.
🔗 Apply: https://orlo.uk/U6WvH

👉 Customer Experience Specialist
12-month fixed term, Cardiff | £26,271 | Hybrid working (1 day WFH, subject to business needs)
Join our friendly team and help us deliver excellent customer service while learning and growing in the role.
🔗 Apply: https://orlo.uk/1TsHf

If you’re resilient, approachable, and enjoy problem-solving, these roles offer the chance to make a real impact, work with a supportive team, and grow your career in a positive, people-focused environment.

20/01/2026

We’ve got an exciting and rewarding opportunity for an experienced Support Worker to join our team in the Cardiff area, supporting young people aged 16–21 living in supported accommodation.

This role is perfect for someone who’s passionate about helping young people build confidence, resilience and independence, supporting them to achieve their outcomes and manage a tenancy independently in line with Housing Support Grant outcomes.

Location: Cardiff area
Salary: £13.09 per hour
Hours: 36 hours per week (permanent role)
Closing date: 30 January 2026 (23:59)
Requirement: Full driving licence and access to a vehicle

What you’ll get:

- £13.09 per hour
- Fully paid induction and training programme
- DBS check paid by Hafod
- Social Care Wales registration fee reimbursed (if required)
- Medicash cashback health plan
- 24/7 employee assistance & wellbeing support
- ‘Perks’ – discounts and cashback on shopping and activities
- Family Friendly organisation
- Pension scheme

About the role

This is a challenging but incredibly rewarding role. You’ll support young people who may have complex needs and experiences such as ACEs, trauma, PTSD or mental health challenges.

You’ll work in a psychologically and trauma-informed way, supporting young people to achieve their person-centred goals around education, employment, budgeting and practical life skills, helping them move forward with confidence and independence.

Interested? Apply now: https://orlo.uk/YLK9l

Know someone who’d be great for this role? Tag them or share this post!

14/01/2026

Are you looking for a new opportunity to use your skills and experience to deliver meaningful outcomes and deliver continuous improvement?

We have two roles available, one on our Board and one on our Finance, Risk and Audit Committee.

We value diversity and welcome candidates from all backgrounds. You’ll receive a tailored induction and ongoing support so previous experience isn’t essential.

If you share our commitment to positive social impact and are passionate about improving lives, we’d love to hear from you!

Both roles close on Friday 30 January, find out more at: https://orlo.uk/w5KsU

UPDATE: Due to high interest in our Board Member role, we'll be closing this advert on Friday 23 January. Applications for the Independent Committee Member role remain open until Friday 30 January.

12/01/2026

Our Customer Experience phone lines will be unavailable on Wednesday 14 January due to training.

You can still get in touch with our care homes directly, using the contact details available here - https://orlo.uk/gdlYo

For non-urgent queries, you can:
➡️ Email us at enquiries@hafod.org.uk
➡️ Fill in our ‘Contact us’ form: https://orlo.uk/fFi1A

Our team will be available day again from 8.30am on Thursday 15 January.

Thank you for your understanding.

09/01/2026

Choosing a care home for your loved one is about finding the complete package.

From Porthcawl to Pontypool, our care homes are committed to maximising independence, dignity and choice in every aspect of daily life.

Find out more: https://orlo.uk/fdD1k

08/01/2026

With due to affect parts of Wales, we want to make sure you know how to get help if you have an emergency outside of our normal working hours.

If you can, please use our out-of-hours service, Llesiant Delta Wellbeing, by completing the form here: https://deltawellbeing.org.uk/out-of-hours-emergency/

Your form will go straight to their 24/7 team so your emergency can be dealt with quickly, without delay.

Using the form is especially helpful during bad weather, as phone waiting times may be longer than usual.

Alternatively, you can call 0800 024 8968, which will be diverted to Delta during out-of-hours.

Please keep safe and remember, our out-of-hours service is for urgent emergencies only.

Our Customer Experience team is available Monday to Friday, 8.30am – 4.30pm.

🌨️ As prepares to sweep across Wales, we want to reassure the community that we are prepared and available around the clock.

The Met Office has issued an Amber warning for snow. While the weather conditions may be worsening, our dedicated teams will be working throughout the night to keep you safe.

How we are preparing:
🦺 Prioritising safety: We are working closely with our staff to ensure they can carry out their roles safely during the storm.

🚑 Extra precautions: We have teams on standby and will carry out wellness checks on our more vulnerable community members.

📃 Emergency support: If you have an out-of-hours emergency, please use our online form https://bit.ly/3voizGC

Once submitted, it goes directly to our 24/7 team for action, there is no need to call to check.

We kindly ask for your patience and kindness toward our team members, they are working incredibly hard in challenging conditions to be there for you.