Customer Service Advisor
Salary banding: £24,480 (Pro-rata)
Location: Itec House, CF11 8TT (On-site)
Contract: Part-time, 2 days per week (12‑month fixed term)
Hours of work: Monday to Friday 09:00‑16:30
About Us
At Itec, we put our employees at the heart of everything we do. As an employee‑owned organisation, every team member plays a crucial role in shaping the future of our business. We foster a culture where each voice is heard, and every contribution is valued. We take pride in empowering individuals and businesses to thrive. Join us and become part of a company that is dedicated to your growth, well‑being, and success.
About the role
As our Customer Service Administrator, you will contribute to the efficiency and effectiveness of the company by providing outstanding customer service and administrative assistance across Itec.
Your impact
- Obtain relevant customer information through appropriate communication channels.
- Use appropriate techniques to fully understand the customer’s wants and needs and verify understanding with the customer.
- Serve as the first point of contact to customers on provision referrals.
- Apply in‑depth knowledge of Itec products, services, processes, and systems.
- Work in partnership daily with internal and external teams to discuss individual customers wishing to join a provision.
- Coordinate all eligibility documentation, registration, certification, and compliance for all customers.
- Act as the main point of contact for the customer through the welcome process and before they start officially on any provision.
- Manage the in‑work support process, tracking, and mentoring calls for each participant; support teams regarding customers who fail to attend.
- Meet Key Performance Indicators related to your role.
- Update information digitally in a timely manner.
- Deal with complaints and queries in a timely, professional, and effective manner.
- Support audit preparation on a regular basis.
What are we looking for?
Essential
- Administrative experience.
- Previous experience of working in a target‑driven environment.
- Attention to detail.
- Excellent communication and interpersonal skills.
- Good organisational skills.
- IT literate.
Desirable
- Customer Service experience.
- Experience within the training industry.
- Qualified or willing to work towards NVQ Customer Service or Business Administration Level 2 or equivalent.
- IAG (Information Advice Guidance) qualification.
- Ability to speak Welsh.
- Experience of work‑based learning.
Benefits
- 30 days of annual leave (rising with length of service).
- Health care scheme.
- 35‑hour working week.
- Discounts for retail and gym membership.
- Profit‑sharing scheme.
- Life insurance.
- Employee of the month awards.
- Length of service recognition, and much more.
Itec operates as an equal opportunity employer; we welcome applicants from all backgrounds and ensure equal opportunities inclusive of gender, ethnicity, disability, or other protected characteristics.
Apply early, as we may close the vacancy once we have enough suitable applicants. We encourage applicants to disclose any needs for reasonable adjustments during the recruitment process or in their role to help create an inclusive workplace.
If you do not hear from us within 2 weeks of application, please assume that your application was not successful on this occasion.
We look forward to hearing from passionate individuals who want to develop others and make a difference.
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