We are seeking a dedicated Customer Service Agent with the ability to confidently speak and write in both Welsh and English. In this role, you will support our Welsh-speaking customers by handling enquiries, providing guidance, and delivering an excellent service experience across a range of interactions. You will also support English-speaking customers with their queries, ensuring all customers receive timely, clear, and professional assistance. This is an exciting opportunity for a bilingual individual who is passionate about customer service and committed to delivering high-quality support across diverse customer needs.

Main Duties

• Process customer registrations accurately and efficiently, ensuring all information is complete and compliant with internal standards

• Handle inbound and outbound customer calls in both Welsh and English, always delivering a high level of service

• Respond to customer enquiries via email in Welsh and English, providing clear, professional, and timely responses

• Support customers with queries, updates, and general service requests

• Maintain accurate records of customer interactions and updates within internal systems

• Resolve customer issues effectively, escalating more complex cases when required

• Deliver a positive customer experience by demonstrating empathy, professionalism, and strong communication skills

• Ensure all communications meet quality, compliance, and regulatory requirements

• Collaborate with team members to improve processes and share knowledge

• Manage workload priorities effectively to meet service level agreements (SLAs) and performance targets

Main dutie

• Fluency in both Welsh and English (spoken and written)

• A good standard of English (spoken and written)

• Previous experience in a customer service or contact centre environment

• Strong communication and interpersonal skills

• Excellent attention to detail and accuracy in data entry

• Ability to multitask and manage a high volume of enquiries

• Confident using customer management systems and standard IT applications

• Problem-solving mindset with a proactive approach to customer needs

• Ability to work both independently and as part of a team

Competencies 

Autonomy 

• Works under supervision 

• Uses little discretion 

• Is expected to seek guidance in unexpected situations 

Influence 

• Minimal influence 

• May work alone or interact with immediate colleagues 

Complexity 

• Performs routine activities in a structured environment 

• Requires assistance in resolving unexpected problems 

Knowledge 

• Has a basic, generic level of knowledge appropriate to area of work 

• Applies newly acquired knowledge to develop new skills

Business Skills 

• Has sufficient communication skills for effective dialogue 

• Demonstrates an organised approach to work 

• Uses basic systems and tools, follows simple processes