GFIE-474 - Operational Officer - Companies House – Cardiff

Going Forward into Employment; Cardiff; On-site; GBP 27,000; Full time

Job summary

A government agency in Cardiff is seeking an Operational Officer to provide frontline customer support primarily via phone. The role requires strong communication skills and a genuine customer-focused mindset. As an essential part of the team, you'll manage customer enquiries, resolve issues, and ensure a high-quality service. With a 24-month contract, this position offers opportunities for skills development and career advancement in the Civil Service.

Qualifications

• Strong communication skills and confident speaking to customers on the phone.
• Genuine customer-focused mindset for positive experience.
• Good organisation skills to manage workload and prioritise.

Responsibilities

• Act as the first point of contact for customers via phone and email.
• Manage a high volume of customer enquiries confidently.
• Resolve queries and problems at first contact whenever possible.
• Work collaboratively as part of a supportive team.

Skills

Strong communication skills

Customer-focused mindset

Adaptability

Organisation skills

Attention to detail

Sound judgement

Comfortable with IT

Job description

Eligibility

This role at Companies House is available specifically to people who served in the Armed Forces, or are in a resettlement period and due to leave the Armed Forces within a reasonable time frame, or are a military spouse/partner whose current partner still serves, or were discharged within the last 12 months.

Organisation Overview

We want you to join us, learn new skills and bring your experience to our organisation. We believe everyone has the potential to make a difference, and we want to ensure all staff are equipped with the knowledge and skills to do so. As part of your employment, you will have access to a range of learning and development opportunities and a buddy to help you understand the Civil Service and maximise what it offers.
We believe Companies House is a great place to work and we’d love you to come and join us!

Our aim is to be the best registry of companies in the world, achieved through brilliant people, working on brilliant systems, delivering brilliant services.

Operational Delivery Profession (ODP)

This role is part of the Operational Delivery Profession – the largest profession in the Civil Service, with over 290,000 members. ODP professionals are the public face of government, delivering essential services to millions of people every day. As a member of this profession, you’ll have access to a wide range of development opportunities, a supportive community, and a clear framework to grow your career.

About the Job

We’re looking for a motivated, confident, and customer-focused individual to join us as an Operational Officer. You’ll be the frontline support for our customers, providing essential advice and assistance, predominantly over the phone.

No two days are the same, and you’ll play a vital part in delivering a high-quality service that really makes a difference.

This role offers a great entry point into the Civil Service, with opportunities to build valuable skills, gain experience in a customer-facing operational environment, and develop your career over time. You’ll be supported to succeed, encouraged to learn, and recognised for the contribution you make.

If you enjoy learning new skills, take pride in delivering great service, and enjoy working with friendly, supportive colleagues, this could be the perfect role for you and we’d love to receive your application!

Key Responsibilities

• Act as the first point of contact for customers, primarily via phone and email, providing clear, accurate, and friendly support.
• Manage a high volume of customer enquiries confidently and professionally, ensuring each interaction is handled with care and respect.
• Resolve queries and problems at first contact whenever possible, using sound judgement to deliver positive outcomes.
• Work collaboratively as part of a supportive team, sharing knowledge and contributing to team targets and service standards.
• Process and check information and documentation, ensuring data is accurate, complete, and recorded correctly.
• Meet deadlines and targets, while maintaining a strong focus on quality and attention to detail.
• Maintain strong customer relationships by consistently adopting a customer‑first approach.
• Complete essential administrative tasks to ensure systems and records are kept up to date and compliant.

What We’re Looking For

• Strong communication skills – confident speaking to customers on the phone and clear, professional, and accurate in written responses.
• A genuine customer-focused mindset – committed to delivering a positive experience in every interaction.
• Adaptability and resilience – comfortable working in a changing environment and able to respond positively to new challenges.
• Good organisation skills – able to manage workload, prioritise effectively, and work to agreed targets.
• Attention to detail – takes pride in producing accurate work and following processes carefully.
• Sound judgement and decision-making – able to make decisions within guidance and explain them clearly and professionally.
• Comfortable with IT – confident using a computer; no expert level required.

Contract Details

Organisation: Companies House

Job Title: Operational Officer

Job Grade: Administrative Officer (AO)

Positions available: 1

Salary: £26,452 per annum (full time)

Location: Cardiff

Contract Length: 24 months fixed‑term, with possibility of permanency

Hours:

• Full time – 37 hours per week, 7 hours 24 minutes per day Monday‑Friday.
• Part time – minimum 3 days per week or equivalent hours (e.g., 3 × 7 hours 24 minutes) Monday‑Friday.

Rota cover required for 4:00 PM and 5:00 PM.

Induction training: first two weeks Monday‑Friday 09:00‑15:30; thereafter flexible but office attendance required when needed.

Training will be in person at the Cardiff Office. Start date will align with training; if unavailable, candidate will be placed on reserve list for a future intake.

Security Clearance Level

Baseline Personnel Security Standard (BPSS).

Application Details

• Complete the Expression of Interest form (request from [e-mail], quoting GFIE‑474 V,S&P).
• Provide a copy of your CV.

Requirements and Timeline

Informal interviews will take place in February, with successful candidates expected to start following security checks. Closing date for applications: 25 January 2026.

Additional Information

Learn more about the Operational Delivery Profession at ODP Civil Service Careers Page. Find out more about working for us at Companies House.