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Cardiff, South Glamorgan City & Guilds

Do you have a passion for delivering exceptional customer service?

Can you speak Welsh?

Would you like to be part of a well-established business with over 140 years of history? Join City & Guilds - established since 1878!

Become an integral part of our team as a Welsh Customer Service Advisor!

Role Overview: As a Customer Service Advisor, you will support centres, employers, learners, and third parties via telephone and email, ensuring an outstanding customer experience. This role focuses on providing first-time resolution whenever possible.

What We Offer:

  • Permanent Position: Enjoy the stability of a long-term role.
  • Best in class benefits: Private medical healthcare, life assurance, group income protection, increased company pension contributions, and many other voluntary benefits.
  • Comprehensive Training: Receive full training to excel in your role.
  • Friendly Working Environment: Work in a welcoming atmosphere at our Wakefield or Cardiff offices.

If you are a confident individual who learns quickly and thrives on providing excellent customer service, we would love to hear from you! Apply now to join our dedicated team.

Our best advisors come from many different backgrounds; experienced customer service individuals or people who are looking for a career change who have worked within retail, hospitality, tourism and many more other disciplines.

  • These are bilingual roles, requiring fluent spoken and written Welsh and English.
  • The role can be based in our Cardiff (CF15 7AB) office or Wakefield office (WF1).
  • This role is a full time role and you will be contracted to 35 hrs per week.

The Customer Service Advisor role in full time, 35 hours per week/5 days per week. You will work shifts between the hours of 8am and 6pm. You will mainly work Monday to Friday, but we require flexibility to work one day of the weekend if needed. You will be contracted to work Monday to Sunday.

City & Guilds are a Disability confident employer. Please let us know if you require any support/adjustments at your interview and if successful any adjustments needed to support you in your role. If this is required, please email;

These appointments will be made on merit.

We believe that diversity and inclusion strengthens and enriches us, and that it is the responsibility of everyone at the City & Guilds Group to drive this value. As ethnic minority groups and disabled people are currently under-represented within the Group, we particularly encourage and welcome applications from these communities.

Am Y Rôl

Chi bydd y pwynt cyntaf am holl ymholiadau gwasanaeth cwsmeriaid, gan ddarparu ymateb gwybodus ar y ffôn ac ar ebost. Byddwch yn cymryd cyfrifoldeb am holl ymholiadau gydag agwedd bositif, gan sicrhau bodlonrwydd cwsmeriaid a rheoli dilyniant gwasanaeth. Byddwch yn gweithio gydag amrywiaeth o systemau TG, felly mae'n bwysig eich bod chi'n gyfforddus ac yn medrus wrth ddefnyddio technoleg. Mae hon yn rôl gartref tra bod ein swyddfa yng Nghaerdydd ar gau. Pan fydd y swyddfa'n ailagor, bydd wedi'i lleoli yn swyddfa Caerdydd.

Amdanoch Chi

Dylai'ch cais dangos sgiliau gwasanaeth cwsmeriaid a gweinyddol ardderchog. Bydd profiad o'r sector addysg neu sector hyfforddiant yn ddefnyddiol. Mae angen i chi fod yn benderfynol ac am geisio rhagori disgwyliadau cwsmeriaid, a dylai fod gennych angerdd am gynnal eich datblygiad personol. Mae gan y rôl nifer o ofynion gwahanol, felly bydd angen i chi fod yn hyblyg, rhagweithiol, a'r gallu i ddefnyddio eich blaengaredd i ddatrys problemau. Mae sgiliau Cymraeg rhagorol yn hanfodol.

Our story and mission

Our vision is for a world in which everyone has the skills and opportunities to succeed. We support almost five million people each year to develop skills that help them into a job, develop on that job and to prepare for their next job. As a charity, we're proud that everything we do is focused on achieving this purpose.

Through our assessment and credentialing, corporate learning and technical training offers, we partner with our customers to deliver work-based learning programmes that build competency to support better prospects for people, organisations and wider society. We create flexible learning pathways that support lifelong employability, because we believe that people deserve the opportunity to (re)train and (re)learn again and again - gaining new skills at every stage of life, regardless of where they start.

At the heart of our business sits the City & Guilds Foundation which amplifies our purpose by helping to remove barriers to getting into a job, celebrating best practice on the job, and advocating for jobs of the future.

We were founded in 1878 by the City of London and the trade guilds of the time, to help people, organisations and economies to develop their skills for growth.

Our rich experience means we're uniquely positioned to understand the future of work and learning. And, we continually evolve to develop and deliver skills for the workplace of the future. Today, as well as qualifications and assessment, we offer digital credentialing, elearning technologies, executive leadership development, technical training and consultancy.

Our success is driven by the people we work with. We pride ourselves on our ability to offer an equal opportunity to all our staff and we value diversity within our inclusive culture. We recognise that a diverse workforce is the only way we will achieve our ambitious business goals, so we work hard to be flexible to accommodate everyone.

What we offer

We offer the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones.

You'll receive an excellent benefits package which typically includes a great base salary, 25 days holiday (for full time 5 days per week role) plus bank holidays and possibility to purchase more days, Private medical healthcare, Life Assurance, Group Income Protection, enhanced Company Pension and many others voluntary benefits.

Employees health and wellbeing is very important to the Group, and we have a range of tools available to help employees with their mental health and wellbeing and lots more besides.

In support of financial wellbeing, we offer our employees access to Imagine Nudge. This is a great tool and helps employees focus on different areas of their finances.

We also provide access to a Group wide Employee Assistance Programme (EAP).

We cannot provide visa sponsorship for this role. You must have existing eligibility to work in the UK.

Next steps and how to apply

If you think this is the role and organisation for you then we would love to hear from you. Please submit your CV and complete our short application form using the apply button.

We shortlist for our vacancies on an ongoing basis, and we may close a vacancy earlier than the advertised date. Please can you submit your application ASAP to avoid disappointment.

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