Customer Service Advisor

NEWPORT LIVE

Newport

On-site

GBP 23,000 - 29,000

Full time

4 days ago

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Benefits offered by this job

33 days annual leave

Free Newport Live membership

Generous pension scheme

Cafe discount

Free onsite parking

Wellbeing programmes

Job summary

Newport Live is seeking a proactive Customer Advisor to join the Regional Pool & Tennis Centre team. You will be the friendly first point of contact, delivering excellent service across telephone, email and in person interactions.

This full-time role (37 hours per week) covers 08:30–19:00, Monday to Saturday, with a salary of £25,949 per annum and benefits including 33 days leave, a free Newport Live membership, a pension scheme, cafe discounts and free onsite parking.

Qualifications

Experience in busy customer services (phone, email or in person).
Strong customer service and engagement skills.
Ability to handle customer information accurately and confidentially.
Capable of managing a busy workload and escalating when needed.
Confident using various IT applications and learning new systems.
Efficient team player with a calm approach under pressure.

Responsibilities

Provide a professional first point of contact for incoming telephone and email enquiries.
Promote Newport Live's full range of products and services across facilities.
Engage in sales and upselling where possible; follow up on leads.
Contact customers for bookings and collect outstanding amounts on accounts.
Support customers in accessing digital/self-service options.
Record feedback and escalate complaints when appropriate.
Identify opportunities to improve customer experience and surface trends.

Skills

Customer service

Communication

IT applications

Teamwork

Calm under pressure

Prioritisation

Job description

Regional Pool & Tennis Centre

Support Services

Posted: 19 Oct 2026

Closing Date: 01 Nov 2026

Our Customer Service team play a vital role in connecting our communities with everything that Newport Live has to offer. We are looking for an Advisor to join the team, to support our continued delivery of excellent customer service as a friendly, professional, and knowledgeable first point of contact.

Hours: this is a full-time position, working 37 hours per weekon a team rota covering their operational hours of08:30-19:00 Monday-Saturday

Salary: £25,949 per annum

Benefits:

33 days annual leave per year (inclusive of bank holidays)
Free Newport Live membership
Generous pension scheme
Cafe discount
Free onsite parking
Access to wellbeing programmes

Essential for your application:

Experience working in a busy customer services role (either via telephone, email or face to face)
Strong customer service and customer engagement skills
Ability to maintain accuracy and confidentiality when handling customer information
Capable of managing a busy workload, prioritising effectively and awareness of when escalation is required
Confident using various IT applications and willing to learn new systems
Efficient and effective working as part of a small team
Ability to remain calm when under pressure

Beneficial to your application:

Ability to communicate in Welsh
Experience handling and resolving customer complaints
Experience working in sales or a sales environment
Qualifications relating to Customer Services or IT
Experience supporting customers with online services, self-service systems or digital platforms
Experience using CRM systems, membership management systems or customer databases
Understanding of operating in a charitable / not-for-profit organisation

Exceptional customer service is at the heart of this role. We are looking for someone who is passionate about creating positive customer experiences, building strong customer relationships, and helping our communities access the wide range of services available through Newport Live.

The successful applicant will be an excellent communicator, confidently engaging with customers through a variety of channels with ability to manage enquiries in a professional, friendly, and solution-focused manner.

Main duties include:

Providing a positive and professional first point of contact for incoming telephone and email enquiries
Promote Newport Live's full range of product services across all facilities, including theatre tickets, membership schemes, aquatics, cycling and tennis products, room hire and block bookings
Adopt a proactive approach to all sales and marketing activity; ensuring that enquiries are converted to sales and upselling wherever possible, including follow up on sales leads
Proactively contact customers for booking products, including future bookings, and collection of any outstanding amounts on their membership or booking account
Supporting customers in accessing and utilising our digital services and self-service
Receive, record, and appropriately escalate customer feedback, compliments and complaints
Identify opportunities to improve our customer experience; highlighting trends, customer feedback, and service improvements opportunities

For further information on the role, or life in the Customer Service team at Newport Live, please reach out to our Customer Success Manager, Rachel, by emailing rachel.nunnerley@newportlive.co.uk or pop along to one of our Jobs Drop-in Sessions: