Customer Service Advisor - Welsh Speaking/Written

Confidential; Cardiff; A distancia; GBP 21.000 - 25.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Weekly pay

Long-term opportunities

33 days holiday (25 + 8 BH)

Employee Assistance Programme

Mental Health & Wellbeing resources

Descripción de la vacante

Confidential is seeking a Customer Service Advisor to support Welsh-speaking customers remotely. The role is temporary with a 6-week rolling rota and shifts across 8am-8pm weekdays and 9am-5:30pm weekends/bank holidays.

You will be the first point of contact for inbound and outbound calls, handling inquiries with care, achieving first-contact resolutions where possible. The successful candidate will demonstrate strong communication, IT proficiency, reliability, and the ability to work from a

Formación

• Excellent written and verbal communication skills.
• Experience in a fast-paced contact centre environment.
• Strong IT skills and multitasking abilities.
• Excellent timekeeping and reliability.
• Home-working environment with quiet workspace and reliable broadband.

Responsabilidades

• Handle customer inquiries via telephone, email, and webchat, updating the system with call notes.
• Deliver high-quality service by resolving issues at first contact where possible.
• Support customers in sensitive circumstances with professionalism and impartiality.
• Escalate complex queries to ensure fair outcomes.
• Provide clear and efficient responses while adhering to company guidelines.
• Update client systems with accurate information and maintain data integrity.
• Navigate multiple secure systems to retrieve and record information.
• Ensure GDPR and data protection compliance.
• Conduct security checks and verify customer identities before discussing sensitive information.
• Maintain confidentiality and accuracy when handling sensitive data.
• Meet targets for quality, productivity, and customer satisfaction.
• Identify and report potential security, fraud, or safeguarding concerns.

Conocimientos

Communication skills

Fast-paced environment

IT skills

Reliability

Home-working setup

Descripción del empleo

Job Title: Customer Service Advisor - Fluent Welsh Speaking and Written

Location: Remote
Contract Type: Temporary
Working Hours: Full-time, 6-week rolling rota (Shifts between 8am-8pm Monday to Friday, and 9am-5:30pm Saturday/Sunday/Bank Holidays. One Saturday and one Sunday every 6 weeks.)

Exciting Opportunity Awaits!
Our client is seeking a dedicated Customer Service Advisor to provide vital support to customers during their time of need. This role involves being the first point of contact for both inbound and outbound calls, ensuring each customer interaction is handled with care and professionalism.

Key Responsibilities:

• Manage customer inquiries via telephone, email, and webchat, updating the system with call notes.
• Deliver exceptional service by proactively addressing concerns and aiming for first-time resolutions.
• Support customers in sensitive circumstances while maintaining professionalism and impartiality.
• Identify complex queries and elevate them to ensure fair outcomes.
• Adhere to company guidelines while providing clear and efficient responses.
• Update client systems accurately with all key information.
• Navigate multiple secure client systems to retrieve and record information.
• Ensure compliance with GDPR and data protection requirements.
• Conduct security checks and verify customer identities before discussing sensitive information.
• Maintain confidentiality and accuracy while managing sensitive information.
• Meet performance targets related to quality, productivity, and customer satisfaction.
• Identify and report potential security, fraud, or safeguarding concerns.

What You Will Need:

• Excellent written and verbal communication skills.
• Experience in a fast-paced customer service environment (preferably within a contact centre).
• Strong IT skills and multitasking abilities.
• Excellent timekeeping and reliability.
• A suitable home-working environment with a quiet workspace and reliable broadband connection.

What Our Client Offers:

• Long-term ongoing assignments with regular opportunities for permanent roles.
• Up to 33 days of paid holiday per year (25 days plus 8 bank holidays).
• Weekly pay for your convenience.
• Access to Serco Mental Health & Wellbeing resources and inclusive support networks.
• Employee Assistance Programme to support your well-being.

Requirements for the Recruitment Process:

To participate in the recruitment process, candidates must provide:

• A full valid passport.
• Two proof of addresses.
• Evidence of living in the UK for the last 3 years.
• Proof of national insurance (P45/P60 or payslip).

Successful candidates will be required to undergo a BPSS check, including Right to Work checks, employment history verification, a DBS criminal record check, and a CTC Counter Terrorism Check.

Training Details:

• Training will consist of two weeks (Monday to Friday, 8am to 4pm) followed by two weeks of on-the-job training with additional support.

This opportunity is perfect for enthusiastic individuals eager to make a difference in customer service while enjoying the flexibility of remote work. If you possess the required skills and qualities, consider applying for this exciting role!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)