Welsh Speaking Customer Service Advisor

Homebased Customer Service Advisor - Welsh Speaking (Mainland UK-based) - No weekend working!

Team: Learners Record Service Team

Contract: Permanent Role

Working location : Home-Based

Language requirement: Welsh speaking - you must be able to hold a confident conversation in Welsh when required

Start date: 3rd August 2026

Hours: 37.5 hours per week, Monday to Friday (no weekend working). The role operates within core business hours of 8:00am-6:00pm, you will work an alternating weekly shift pattern of either 8:00am-4:30pm or 9:30am-6:00pm. Some flexibility may be required to meet the needs of the service, but shifts will remain within these operating hours.

Salary: £24,785 pa plus £4000 per annum Welsh speaking allowance

The Role:

An exciting opportunity to work on the Learner Records Service (LRS) desk, where you will advise and support schools, colleges, training providers and learners. This is a Welsh-speaking role, so you must be confident holding conversations in Welsh when required, while also supporting the wider service in English.

The purpose of the Service Desk is to provide, where possible, first-line resolution to LRS users within agreed service levels. Enquiries range from access management and general advice through to technical or data-related matters. The post holder will be responsible for identifying technical support queries and taking customers through a step-by-step process to reach a successful resolution. The team supports callers in a range of ways, including account set-up, answering questions about how to create ULN numbers, and providing an element of technical support assistance. Support is delivered via incoming telephone calls and emails, as well as a small number of outbound calls where required, with Welsh-language support forming part of the service offering.

What You'll Do:

• Work within defined quality guidelines and maintain good practices at all times
• Access and research information sought by callers quickly and accurately
• Accurately collate and record caller information for use in management information reports
• Develop and maintain an interest in related topical issues and those likely to affect contacts
• Deliver specialist subject material as appropriate
• Assess caller needs either directly or as a referral and either meet these needs or refer to another agency or to a specialist
• Undertake administrative and other tasks as required relevant to working environment

What You'll Bring to the Table:

Minimum Level 2 qualifications in Maths and English

Fluent/conversational Welsh speaking ability

Experience of interacting with customers via telephone

Strong attention to detail, with the ability to handle learner/customer information accurately and follow processes carefully

Excellent telephone manner with strong verbal and written communication skills

Ability to work independently in a remote role and collaboratively as part of a team.

Strong listening skills and the ability to interact with employers and training providers in a professional and non-judgmental manner

Demonstratable experience navigating systems and are digitally confident

The position is subject to completion of a satisfactory basic BPSS Check

Benefits

• 28 days holiday (including 8 public/bank holidays) plus the opportunity to purchase additional days off (pro rata)
• Excellent on the job training and on-going core skills development
• Life insuranceand access to a company pension scheme (after qualifying period)
• Exclusive staff discounts, enjoy savings with leading brands via our MyRewards programme, including retailers such as Apple, John Lewis, and M&S.
• Access to a 24/7 online GP, mental health services, fitness programmes and more, available to you and your immediate family.
• Vodafone Discount, receiving up to 15% off pay monthly plans for you and up to five friends or family members.
• Monthly employee-voted awards to recognise your achievements
• Unique career opportunities within this client partnership

Diversity & Inclusion Statement

It's our differences that make our organisation stronger, and we work to ensure that all our colleagues' voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.