Customer Service Advisor - Welsh Speaking
Mae hwn yn rôl Gwasanaethau Cwsmeriaid dwyieithog, sy’n gofyn am berson sy’n rhugl yn y Gymraeg a’r Saesneg ar lafar ac yn ysgrifenedig. Yn y rôl byddwch yn delio ag ymholiadau gan gwsmeriaid sy’n cynnwys canolfannau a dysgwyr ar y ffôn a thrwy e-bost. Byddwch yn gweithio gydag adrannau ar draws y grwp a chorff dyfarnu arall er mwyn llwyr datrys ymholiadau. Byddwch yn cynnal digwyddiadau cwsmeriaid ar gyfer cymwysterau newydd yn lleol ac yn cefnogi swyddfa City & Guilds Caerdydd. Mae gweithio fel rhan o dîm yn bwysig iawn i’r rôl hwn i sicrhau fod taith y cwsmer yn un rhagorol.
These are bilingual Customer Service Advisor roles, requiring fluent spoken and written Welsh and English. You will manage enquiries from customers which include centres and learners, via telephone and email. You will work with other departments around the group and with another awarding organisation to reach complete resolutions to queries. The successful applicants will also host local on-boarding and customer events, supporting the City and Guilds Cardiff office. Team-working is really important in this role, to ensure the customer journey is an excellent one.
Am y rôl
Chi bydd y pwynt cyntaf am holl ymholiadau gwasanaeth cwsmeriaid, gan ddarparu ymateb gwybodus ar y ffôn ac ar ebost. Byddwch yn cymryd cyfrifoldeb am holl ymholiadau gydag agwedd bositif, gan sicrhau bodlonrwydd cwsmeriaid a rheoli dilyniant gwasanaeth. Byddwch yn gweithio gydag amrywiaeth o systemau TG, felly mae’n bwysig eich bod chi’n gyfforddus ac yn medrus wrth ddefnyddio technoleg. Pan fydd y swyddfa'n ailagor, bydd wedi'i lleoli yn swyddfa Caerdydd.
About the role
You’ll be the first point of call for all customer service queries, providing informed response via phone and email. You will take ownership of all enquiries to provide a 1st resolve approach, ensuring customer satisfaction and continuity of service is managed. You’ll work with a variety of IT systems, so it’s important that you are comfortable and skilled with the use of technology. This is a home based role initially until our Cardiff office opens back up again.
Dylai’ch cais dangos sgiliau gwasanaeth cwsmeriaid a gweinyddol ardderchog. Bydd profiad o’r sector addysg neu sector hyfforddiant yn ddefnyddiol. Mae angen i chi fod yn benderfynol ac am geisio rhagori disgwyliadau cwsmeriaid, a dylai fod gennych angerdd am gynnal eich datblygiad personol. Mae gan y rôl nifer o ofynion gwahanol, felly bydd angen i chi fod yn hyblyg, rhagweithiol, a’r gallu i ddefnyddio eich blaengaredd i ddatrys problemau. Mae sgiliau Cymraeg rhagorol yn hanfodol. Mae hon yn rôl gartref tra bod ein swyddfa yng Nghaerdydd ar gau.
Your application should be able to demonstrate great customer service and administrative skills. A knowledge of the education or training sector would be useful. You must be determined and driven to try and exceed customer expectations, and you should have a passion for your own personal development. This role has many different demands, so you’ll also need to be flexible, pro-active, and able to use your initiative to solve problems. Excellent Welsh language skills are essential.
Our story and mission
Our vision is for a world in which everyone has the skills and opportunities to succeed. We support almost five million people each year to develop skills that help them into a job, develop on that job and to prepare for their next job. As a charity, we’re proud that everything we do is focused on achieving this purpose.
Through our assessment and credentialing, corporate learning and technical training offers, we partner with our customers to deliver work-based learning programmes that build competency to support better prospects for people, organisations and wider society. We create flexible learning pathways that support lifelong employability, because we believe that people deserve the opportunity to (re)train and (re)learn again and again – gaining new skills at every stage of life, regardless of where they start.
At the heart of our business sits the City & Guilds Foundation which amplifies our purpose by helping to remove barriers to getting into a job, celebrating best practice on the job, and advocating for jobs of the future.
We were founded in 1878 by the City of London and the trade guilds of the time, to help people, organisations and economies to develop their skills for growth.
Our rich experience means we’re uniquely positioned to understand the future of work and learning. And, we continually evolve to develop and deliver skills for the workplace of the future. Today, as well as qualifications and assessment, we offer digital credentialing, elearning technologies, executive leadership development, technical training and consultancy.
Our success is driven by the people we work with. We pride ourselves on our ability to offer an equal opportunity to all our staff and we value diversity within our inclusive culture. We recognise that a diverse workforce is the only way we will achieve our ambitious business goals, so we work hard to be flexible to accommodate everyone.
What we offer
We offer the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones.
You’ll receive an excellent benefits package which typically includes a great base salary, 25 days holiday plus bank holidays, pension, private healthcare, volunteering opportunities and much more.
We welcome a discussion about how this role could work flexibly for you. For example work pattern, hours or location.
Next steps and how to apply
If you think this is the role and organisation for you then we would love to hear from you. Please submit your CV and complete our short application form using the apply button.