Customer Support Representative

📍
Based | Cardiff - Hybrid working | Full-time

We’re working with an organisation that provides support nationwide.

They are now looking to recruit a Customer Support Representative to join a busy, service-driven team delivering high-quality guidance via phone and digital channels.

This role is ideal for someone who enjoys helping people navigate complex issues, remains calm under pressure, and takes pride in delivering an excellent customer experience.

• Provide clear, confidential advice and support to customers via telephone and digital platforms
• Listen carefully to understand customer needs and identify appropriate next steps
• Research and interpret guidance using internal tools and trusted resources
• Explain information clearly to enable customers to make informed decisions
• Accurately record interactions and maintain detailed case notes
• Refer customers to specialist teams where appropriate, following set processes
• Work to agreed service levels, quality standards and productivity measures
• Contribute to continuous improvement by sharing feedback and ideas
• Promote equality, diversity and inclusion in all interactions

• Experience in a customer-facing, advice or support-based role
• Strong communication skills, both verbal and written
• Confidence handling sensitive or complex conversations
• Good problem-solving and analytical skills
• Ability to work accurately while managing a high volume of enquiries
• Comfortable using multiple systems and digital tools
• Resilient, professional and solutions-focused approach