Customer Service Advisor

Customer Service Advisor

Ref: 1593Thursday 28 July 2022


Amour Recruitment are working with a leading Training Provider in Cardiff and recruiting for a Customer Service Advisor to join their Customer Satisfaction Team.

Salary £20,280 plus a long list of benefits!

Hours are 35 per week Monday to Friday no weekends

Purpose of the role

To contribute to the efficiency and effectiveness of the company by providing outstanding customer service to all provisions.

The candidate

Will have excellent communication skills and interpersonal skills.  Excellent digital skills, good organisational skills and have an excellent telephone etiquette.


As a Customer Service Advisor you will be responsible for obtaining relevant customer information through appropriate communication channels e.g. telephone, email, messaging, correspondence, on-line and IT systems. Through proactive and reactive contact, using appropriate techniques to fully understand the customer’s wants and needs and to verify understanding with the customer.

• Responding for using in-depth knowledge of Welsh Government and products, services, processes and systems to deliver appropriate and desired customer outcomes.
• Responsible for finding solutions for customers and giving them best advice regarding our services, products and contracts.
• To be the first point of contact for all customers accessing all provisions across the Network
• Responsible for working in partnership on a daily basis with internal and external teams to discuss individual customers wishing to join the provision.
• Responsible for working through provision referrals and be the first point of contact to each customer by offering a warm call to establish the information on the referral form and start the engagement process for the customer.
• Responsible for the coordination of all the eligibility documentation, registration, certification and compliance paperwork for all customers
• Responsible for booking the customer on the next available induction and run through all the necessary booking information with the individual.
• Responsible for sending the customer welcome information and paperwork.
• To be the main point of contact for the customer through the welcome process and before they start officially on any provision.
• Responsible for supporting teams regarding customers who fail to attend.
• Responsible for managing the in-work support process for each customer.
• Responsible for managing the tracking process for each customer.
• Responsible for managing the mentoring calls for each participant.
• Accountable for meeting the necessary contractual KPIs in relation to your role.
• Responsible for updating everything digitally in a timely manner, ensuring correct content, accurately and within a compliant manner.
• Responsible for dealing with complaints and queries in a timely, professional and effective manner.
• Responsible for dealing with all customer/ employer satisfaction surveys or telephone calls.
• To support with audit preparation on a regular basis ensuring all contractual requirements are addressed.

Apply for immediate consideration

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