CUSTOMER SERVICE & LICENSING OFFICER (CONTACT CENTRE / WELSH ESSENTIAL)

Local Government Chronicle; Cardiff; On-site; GBP 18,000 - 24,000; Full time

Job summary

Rent Smart Wales in Cardiff is seeking several Customer Service Officers to join our inbound contact centre. You will handle calls and emails to deliver a high standard of service, resolving many enquiries at first contact where possible.

Successful candidates will have inbound contact centre experience, be proficient with web-based CRM systems and keyboard use, and must communicate effectively in Welsh to Level 4 Advanced. Office-based at County Hall, Cardiff.

Qualifications

• Significant experience in inbound call/contact centre delivering customer information and advice services.
• Proficiency in web-based customer management systems, with fast and accurate keyboard skills.
• Welsh language ability at Level 4 Advanced is required for this Welsh Essential position.

Responsibilities

• Provide high standard customer service to service users via telephone and email in a contact centre.
• Assist in resolving enquiries at the initial point of contact where possible.
• Support and advise a wide range of customers, internal and external.

Skills

Inbound contact centre experience

Web-based customer management systems

Keyboard skills

Customer focus

Communication skills

Analytical skills

Team player

Tools

MS Windows

Web-based CRM systems

Job description

CUSTOMER SERVICE & LICENSING OFFICER (CONTACT CENTRE / WELSH ESSENTIAL)

Rent Smart Wales is a service within Cardiff Council, in place to administer the requirements of Part 1 of the Housing (Wales) Act 2014, which regulates private rented sector housing in Wales by requiring landlords to register and either become licensed themselves or instruct a licensed agent to undertake letting and property management tasks. The service was established in November 2015. Rent Smart Wales benefits from web-based systems designed with the customer in mind, contact centre telephone technology, partnership arrangements with the 22 authorities across Wales and is being supported by a comprehensive marketing campaign being led by Welsh Government.

About the Job

We are looking to recruit a number of enthusiastic individuals to join our inbound contact centre as Customer Service Officers to assist in providing a high standard of customer service to our service users via telephone and email in a Contact Centre environment. Customer Service Officers are required to support and advise a wide range of customers, both internal and external. The post holders will ensure that our customers receive the highest level of customer service and that their enquiries are resolved at the initial point of contact, where possible.

What We Are Looking For From You

Successful candidates will have significant experience of working in an inbound call/contact centre environment delivering customer information and advice services. Proficiency in the use of web-based customer management systems, along with keyboard skills demonstrating speed and accuracy whilst in a MS Windows (or similar) environment is essential. Candidates should be customer focussed, have excellent communication and analytical skills be an excellent team player and take an enthusiastic and responsible approach to all tasks. This is a Welsh Essential Position, which means that the successful applicant must be able to communicate effectively in spoken and written Welsh to a Level 4 Advanced standards. A link to the descriptions of the Welsh Language abilities required can be found below.

Additional Information

This role is fully office based at County Hall, Cardiff. This vacancy is suitable for post share.

We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.

We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.

The interview process for this role will be held in person or alternatively on a virtual basis using an appropriate online platform. The hiring manager will advise of the interview format as part of the recruitment process.

The successful applicant should be able to communicate effectively in Welsh to Level 4 - Advanced.

Please Note The Council Does Not Accept CV's. When Completing The Supporting Information Section Of Your Application, Please Ensure You Refer To The Below Located On Our Website.

Important information you need read in order to complete your application: - Job Category Customer Services - Department Customer Services - Working Pattern/Contract Type Full Time Permanent - Cardiff, UK - Permanent - Published on 3 Nov 2026