Customer Service Advisor

Location: Cardiff. 3 days in office, 2 days from home (fully office‑based for the first 3 months). 37.5 hours per week, Monday to Saturday, 8am to 8pm on a 6‑week shift pattern. You will work 1 Saturday in every 6 weeks.

What You’ll Be Doing

• Providing friendly, professional support to customers via phone, email and live chat
• Resolving issues efficiently while taking full ownership of each case from start to finish
• Listening carefully to understand concerns and delivering fair, practical solutions
• Keeping up to date with products and policies to ensure accurate guidance and information is provided
• Proactively identifying ways to improve the customer experience, from enhancing FAQs to suggesting process improvements
• Recognising customers who may need additional support and ensuring they receive the help they need

We’re Looking For

• Strong customer service experience, ideally within a call centre or financial services environment
• Strong verbal and written communication skills, with the ability to explain information clearly and professionally
• Sound judgement and confidence when managing complex or sensitive customer enquiries
• Proven ability to handle a high volume of requests while maintaining accuracy and quality
• Proactive attitude, with a strong focus on resolving issues at the first point of contact
• Empathetic and curious nature, with a genuine passion for helping people
• The ability to work independently while also contributing effectively within a fast‑paced team environment

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity.

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