Role | Customer Support Representative
Area | Customer Support
Based | Cardiff - Hybrid working | Full-time
Sector | Professional Services
Salary | £32,500 – £38,000 per annum
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.
As a Customer Support Representative, you will:
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
What we're looking for:
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