• Lleoliad: Cardiff, Cardiff, CF11 8TT
  • Testun: Cynghorydd Cyswllt ar gyfer Addysg Grefyddol / a chefnogaeth i SACRE
  • Oriau: Amser llawn
  • Cytundeb: Parhaol
  • Math o gyflog: Blynyddol
  • Cyflog: £19,500 - £20,280
  • Iaith: Saesneg
  • Dyddiad Cau: 08 Gorffennaf, 2022 1:10 y.p
Mewngofnodwch i ymgeisio
Customer Service Advisor

Customer Service Advisor

Itec Training Solutions Limited
Looking to join an Employee Owned Company?
Apply today to join our employee ownership team and be part of shaping the future and people lives. Itec was founded 40 years ago and we are one of the most vocationally diverse employee owned independent training providers. Delivering Apprenticeships, Jobs Growth Wales +, Restart and Commercial contracts we provide qualifications, education and employability skills supporting the social and economic potential of the people and communities in which we work.

Customer Service Advisor

We are looking for a motivated individual to contribute to the efficiency and effectiveness of the company by providing outstanding customer service to all provisions across Itec.

Salary: £19,500- £20,280
Base Location: Itec House, Cardiff
Contract: Full time, permanent
Working hours: Monday to Friday

What are the core responsibilities of this role?
• Responsible for obtaining relevant customer information through appropriate communication channels. Using appropriate techniques to fully understand the customer’s wants and needs and to verify understanding with the customer. Being the first point of contact to customers on the provision referrals
• Responsible for using in-depth knowledge of Itec products, services, processes and systems.
• Working in partnership daily with internal and external teams to discuss individual customers wishing to join the provision.
• Coordination of all the eligibility documentation, registration, certification, and compliance for all customers.
• To be the main point of contact for the customer through the welcome process and before they start officially on any provision.
• Managing the in-work support process, tracking process and mentoring calls for each participant. Support teams regarding customer who fail to attend.
• Meeting Key Performance Indicators in relation to your role
• Updating information digitally in a timely manner.
• Responsible for dealing with complaints and queries in a timely, professional, and effective manner.
• To support with audit preparation on a regular basis

What skills and experience are we looking for from potential applicants?


• Customer Service experience
• Previous experience of working in a target driven environment.
• Excellent communication and Interpersonal skills
• Good Organisational skills
• IT literate
• Past experience of work based learning

• Experience within the training industry
• Qualified or with the potential and willingness to work towards, NVQ Customer Service or Business Administration L2 or equivalent
• Information Advice Guidance IAG Qualification
• Ability to speak Welsh
This role is subject to a DBS check. The cost of the DBS check will be met by the company.

Why work for us?
Itec is one of the largest and most vocationally diverse work-based learning providers, every day we transform people’s lives, and we believe that all employees play a vital part in enabling us to achieve our vision. We are
• Leading provider of work-based learning programmes for 40 years.
• Employee-Owned organisation
• Investors in People Gold
• Disability Confident Leader
• Living Wage Employer

Our Benefits

• Contributory Pension Scheme
• 25 days annual leave plus bank holidays
• Annual bonus (subject to qualifying criteria)
• Life Assurance
• Personal development and career opportunities
• Employee Assistance Programme
• Eyesight care scheme
• Discounts on Gym Membership and fitness products discounts
• Travel expenses and business mileage
• Cycle to Work Scheme
• Social & Charity EventsRefer a Friend Payment Scheme
• Mobile Phones & Laptops (based on job role)
• NUS discount card
• Free Onsite parking

Itec operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions, or trade union membership.
Itec reserve the right to close this vacancy sooner if a large number of suitable applications are received. Therefore, we encourage early applications to ensure consideration for this post