CUSTOMER SERVICE REPRESENTATIVE (WITS)

Cyngor Caerdydd/Cardiff Council; Cardiff; On-site; GBP 21,000 - 26,000; Full time

Job summary

Cardiff Council’s Wales Interpretation and Translation Service (WITS) is recruiting a Customer Service Representative at County Hall, Atlantic Wharf, Cardiff. You will support and advise customers, helping resolve most enquiries at first contact and ensuring exceptional service.

We welcome English and Welsh applications; hybrid working is in place with some attendance at the office as needed. The role is suitable for flexible, customer-focused individuals.

Qualifications

• Experience delivering customer-focused service in a busy environment.
• Ability to build productive relationships and use IT effectively.

Responsibilities

• Assist customers and resolve enquiries at first point of contact.
• Provide advice on linguistic services and interpreters.
• Support supervisors to maintain high standards of service.

Skills

Customer service

Teamwork

IT skills

Welsh-English bilingual

Job description

We currently have an opportunity for an enthusiastic individual to join our team as a Customer Service Representative within the Wales Interpretation and Translation Service (WITS) based at County Hall, Atlantic Wharf, Cardiff. The 24/7 Contact Centre provides a customer focused service for locating and booking interpreters for public sector organisations across Wales. It also provides invaluable advice on linguistic services.

If you are driven by excellent customer service and have a can do attitude, then this career opportunity could be for you.

About the job

A Customer Services Representative is required to join the Wales Interpretation and Translation Service (WITS) team based at County Hall, Atlantic Wharf, Cardiff.

The post holder will be required to support and advise a wide range of customers and will work with supervisors to ensure majority of customer enquiries are resolved at the initial point of contact and that the highest level of customer service is achieved.

What We Are Looking For From You

Successful candidates are likely to be team players with a good appreciation of maximising the benefits of information technology in a customer-focused environment and the ability to develop and maintain productive working relationships to ensure the highest levels of customer satisfaction are achieved.

Additional information

The Contact Centre operates on a 24/7 basis and an appropriate shift pattern is in place however hours may be subject to change.

Staff are working via a hybrid model thus being able to work from home and commute to an office environment when essential.

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 on a virtual basis using an appropriate online platform. If you have any concerns around your ability to participate in a virtual interview process please contact Nathan Jones ([e-mail]) for a discussion.

Job Category Customer Services

Department Customer Services

Working Pattern/Contract Type Full Time Permanent