As a Customer Operations Adviser, you will be the first point of contact for CITB customers, delivering friendly, efficient, and solutions-focused support across a range of services.
You’ll play a vital role in creating positive customer experiences—taking ownership of enquiries, resolving issues with confidence, and ensuring every interaction leaves a lasting impression.
You will be responsible for delivering a high standard of customer service, consistently exceeding expectations. Working across multiple channels, you’ll handle enquiries with professionalism and care, ensuring every customer feels heard, valued, and supported. Living the CITB values will be at the heart of everything you do.
Location
Bircham Hybrid (This role is based in Bircham 2-3 days per week). To support Induction and training, this role be required to be onsite for the first month, moving to hybrid working at the discretion of the line manager and based on business requirements.
Hours of Work
Full-time (35 hours per week) between CITB's normal operating hours of 08:00 to 18:00 unless otherwise agreed.
Contract
12 Month Fixed Term Contract.
Grade
TM1.
What You’ll Be Doing
Customer Interaction
Be the voice of CITB—responding to customer enquiries via phone, email, and live chat. Take ownership of each interaction, providing a seamless and supportive experience that goes above and beyond expectations.
Service Delivery
Process customer requests accurately and efficiently using CITB systems. Follow clear procedures while working at pace to meet service standards and deliver results customers can rely on.
Quality & Compliance
Ensure every interaction meets quality standards and complies with relevant regulations (including GDPR). Keep accurate records using CRM systems to maintain a clear and consistent customer journey.
Demonstrate CITB Values
Work collaboratively with your team—sharing knowledge, supporting colleagues, and contributing ideas to continuously improve the service we provide.
Any Other Duties
Be flexible and ready to support with additional tasks as required—no two days are the same in a dynamic contact centre environment.
Qualifications
* Experience in a customer service or contact centre environment
* Strong communication and interpersonal skills
* Ability to work effectively in a fast-paced and multi-channel environment
* Working knowledge of Microsoft Office applications
* A high attention to detail and accuracy
* Commitment to delivering inclusive and respectful customer service
* Good organisational and multi-tasking skills
* Working knowledge and experience of CRM systems
* Working within a regulated environment
* Recognised customer service qualification
Special Conditions / Other Requirements
* Basic DBS check
* Comply with CITB working arrangements policy
What You’ll Get in Return
* 25 days holiday + bank holidays + 3 days Christmas shutdown
* Generous pension scheme (up to 9% employer contribution)
* Life assurance (4x salary)
* Free onsite lunch and subsidised Costa Coffee
* 2 paid volunteering days per year
* Professional development & funded training qualifications
* Employee Assistance Programme — because your wellbeing matters
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