Customer Service Advisor-Welsh Speaking

We are seeking a dedicated Customer Service Agent with the ability to confidently speak and write in both Welsh and English. In this role, you will support our Welsh-speaking customers by handling enquiries, providing guidance, and delivering an excellent service experience across a range of interactions. You will also support English-speaking customers with their queries, ensuring all customers receive timely, clear, and professional assistance. This is an exciting opportunity for a bilingual individual who is passionate about customer service and committed to delivering high-quality support across diverse customer needs.

Main Duties

• Process customer registrations accurately and efficiently, ensuring all information is complete and compliant with internal standards
• Handle inbound and outbound customer calls in both Welsh and English, always delivering a high level of service
• Respond to customer enquiries via email in Welsh and English, providing clear, professional, and timely responses
• Support customers with queries, updates, and general service requests
• Maintain accurate records of customer interactions and updates within internal systems
• Resolve customer issues effectively, escalating more complex cases when required
• Deliver a positive customer experience by demonstrating empathy, professionalism, and strong communication skills
• Ensure all communications meet quality, compliance, and regulatory requirements
• Collaborate with team members to improve processes and share knowledge
• Manage workload priorities effectively to meet service level agreements (SLAs) and performance targets
• Fluency in both Welsh and English (spoken and written)
• A good standard of English (spoken and written)
• Previous experience in a customer service or contact centre environment
• Strong communication and interpersonal skills
• Excellent attention to detail and accuracy in data entry
• Ability to multitask and manage a high volume of enquiries
• Confident using customer management systems and standard IT applications
• Problem-solving mindset with a proactive approach to customer needs
• Ability to work both independently and as part of a team

Autonomy

• Is expected to seek guidance in unexpected situations

Influence

• Minimal influence
• May work alone or interact with immediate colleagues

Complexity

• Performs routine activities in a structured environment
• Requires assistance in resolving unexpected problems

Knowledge

• Has a basic, generic level of knowledge appropriate to area of work
• Applies newly acquired knowledge to develop new skills

Business Skills

• Has sufficient communication skills for effective dialogue
• Demonstrates an organised approach to work
• Uses basic systems and tools, follows simple processes