Customer Service Representative

Job Title: Customer Service Representative

Location:  Cardiff

Salary:  £15,500 - £18,500


  • 37 Hours a week (Shift pattern of either 8-4 or 9-5)

  • No evenings, no weekends!

  • 25 Days annual leave

  • Company pension scheme

  • Life Assurance

  • Healthcare Scheme

  • On site parking and restaurant facilities

Role Purpose:​


This newly created role, located at our head office in Nantgarw, is a customer focused position in a team that will act as the "front desk" for the business. Handling a combination of inbound customer enquiries and face to face customer interactions, excellent customer service is at the heart of this position. The role requires an in depth understanding of each division within the Alcumus Group (training provided), allowing customers to interact with us via phone, email, webchat and face to face in the most efficient way. This role is key to ensuring that the customer journey is fully supported throughout.

Role Responsibilities:

  • To deal with all inbound customer activity, whether by telephone, e-mail, web, post, web-chat or face to face.

  • Maintain a comprehensive knowledge of products and business operations, to ensure any enquiries are dealt with efficiently by the right department/ division/ individual within the business.

  • Building relationships with our customers by truly listening to their needs - and supporting them with the products and services that are right for them.

  • Maintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges).

  • To complete all activities within the given time-scale as determined by the SLA (service level agreement) and meet or exceed all relevant KPI (key performance indicators).

  • To participate and recognise the importance of regular briefing / training programmes, whether it is external or internal.

  • Work well within the team and be happy to assist others when required.

  • General administration to ensure the customer requirements are fulfilled e.g. actively working email inboxes as required, updating contractor details.

Experience and Personal Characteristics:

  • Good knowledge and passion for Customer Service

  • Worked within an inbound / outbound call centre in customer service environment

  • Experience providing help and advice to customers using the organisation's products or services

  • Ability to consistently work to a high-quality standard.

  • Ability to work on own initiative with minimal supervision.

  • Excellent listening and communication skills.

  • Articulate and confident telephone manner

  • A passion for service and driving value for the customer and the organisation

  • Great professional attitude and the drive to be successful

  • Team player, willing to help others

What next?

Apply or contact Euiain Herring at Alcumus Group to apply, interviews will be held on the 22/2/18

Please email your CV to

We look forward to hearing from you!