Customer Support Technician

Cognibox; Cardiff; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Enhanced Parental Leave

Generous annual leave

Healthcare Plan

Annual Giving Day – an extra day to'

Cycle-to-work Scheme

EV Salary Sacrifice Scheme

Pension scheme with employer contrib.

Life Assurance – 3X base salary

Rewards Program – discounts and cash

LinkedIn Learning License

Job summary

SafeHR is seeking a Customer Support Technician in Cardiff to join our hybrid team. You will respond to customer queries, guide new users through onboarding, and act as the first point of contact for HR inquiries.

Your insights will help improve our HR solutions and customer experience. You will collaborate with the development and support teams to report issues, and you will contribute to a high-performing customer service environment.

Qualifications

• Excellent communication via phone and email in a professional manner.
• Strong attention to detail when handling customer information and queries.
• Ability to juggle multiple queries and tasks without losing track.
• Analytical mindset to diagnose issues and provide quick solutions.
• Collaborative mindset to work effectively with a close-knit team.

Responsibilities

• Respond to incoming queries promptly with expert assistance on technical and software questions via email and phone.
• Be the first point of contact for HR inquiries and ensure accuracy before escalation.
• Guide new customers through onboarding to maximize their use of the service.
• Identify and report bugs and customer feedback to help improve products.
• Collaborate with teammates to share insights and improve processes.

Skills

Outstanding communication

Attention to detail

Multitasking

Problem solving

Team player

Job description

Customer Support Technician

Department: Customer Support

Employment Type: Permanent

Location: Cardiff, UK

Reporting To: Customer Support Team Leader

Description

Creating Safer Workplaces for Everyone. At SafeHR, we’ve been helping businesses look after their people and build stronger teams for over 30 years. When you join us, you’ll be part of a supportive, expert-driven company that’s trusted by more than 2,000 customers across the UK.

We don’t do one‑size‑fits‑all HR. We listen, we understand, and we deliver tailored advice and smart software that make a real difference — whatever it’s streamlining processes, navigating employment law, or empowering leaders to build high‑performing teams.

If you’re passionate about people, growth, and making work better, you’ll fit right in at SafeHR.

As a key member of our tight‑ink Customer Support team, you’ll play an essential role in driving the success of Alcumus. As a Customer Support Technician, you will be at the forefront of ensuring our customers have a seamless and exceptional experience, helping them navigate and maximize the benefits of our innovative HR solutions. Your contribution will make a meaningful impact on the smooth operation of our business and the success of our customers!

What that means day to day

• Responding to incoming queries promptly and efficiently, providing expert assistance with technical and software-related questions via email and phone.
• Acting as the first point of contact for any HR inquiries, ensuring all information is accurate before passing it along to our HR team for further support.
• Engaging new customers with enthusiasm, guiding them through their SafeHR journey, and showcasing the value of our service during onboarding calls to ensure they get the most out of what we offer.
• Serving as the eyes and ears for the development team, identifying and reporting bugs, issues, and customer feedback with precision to help enhance our products.
• Collaborating with your team, sharing insights and knowledge to continuously improve our software and processes, making a real impact on how we serve our customers!

What you’ll need to be successful

• Outstanding communication skills – confidently engage with customers via phone and email, providing clear and helpful support every time.
• Keen attention to detail – ensure accuracy in every interaction, delivering precise information and passing on key details without missing a beat.
• Master multitasker – efficiently juggle multiple customer queries and follow‑ups, ensuring nothing slips through the cracks.
• Problem‑solving prowess – use your critical thinking skills to tackle technical and software‑related challenges, providing quick solutions.
• Team player with a collaborative spirit – thrive in a close‑knit team, sharing insights and ideas to continually improve processes and deliver exceptional customer experiences.

What you'll get in return

We have a hybrid workplace policy, where you will work from the office 3 days per week. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer:

Personal Health & Wellbeing / Benefits

• Enhanced Parental Leave
• Generous annual leave
• Healthcare Plan
• Annual Giving Day – an extra day to give back to yourself or your community
• Cycle-to-work Scheme
• EV Salary Sacrifice Scheme

Future Planning

• Pension scheme with employer contributions
• Life Assurance – 3X base salary
• Rewards Program – access to discounts and cashback
• LinkedIn Learning License for upskilling & development

Interested but don’t feel you meet all the requirements?

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we do consider where an individual might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!

Bring Your Whole Self to Work.

We are proudly an equal‑opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

What you can expect if you apply:

• A response to your application within 15 working days
• An interview process consisting of:
  • An initial discovery call with the recruiter
  • A first stage interview via Microsoft Teams
  • Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.

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