Customer Service Advisor 5 views

445744 Customer Service Advisor

Maritime and Coastguard Agency

Apply before 11:55 pm on Tuesday 17th February 2026

📍 Location: Cardiff (Hybrid)

💷 Salary: £26,607 – A Civil Service Pension with an employer contribution of 28.97%

🕘️ Contract Type: Permanent – Full-time

🏆️ Available Positions: 1

The UK Ship Register (UKSR) is part of the MCA and works to promote the UK flag worldwide to Quality Owners with Quality Ships. Within the UKSR the Registry of Shipping & Seamen (RSS) in Cardiff is responsible for providing front line Customer Service and the issuing of Ships Registration and Seafarers Documentation.

As the Customer Service Advisor, it will be your responsibility to provide a first class, professional Customer Service to existing and potential UK Ship Register customers. Working as part of the team, you will deal with all customer enquiries, maintain accurate records, process customer and online activity in line with the requirements for Ship Registration and/or the issue of Seafarer documentation.

This is an exciting opportunity to join our team as a Customer Service Advisor where you will provide a first class, professional Customer Service to existing and potential UK Ship Register customers. The role does not involve any sales.

During probation period, you will be expected to work full time at our office based at the Registry of Shipping and Seaman in Cardiff.

Top Responsibilities

• Answering customer queries via telephone and providing accurate information in a polite and professional manner.
• Proactively managing all customer queries in line with Regulations, delivering first-call resolution where possible.
• Responding to customers via written and electronic correspondence by ensuring all UK Ship Register documentation is correct and complies with relevant Regulations.
• Ensuring all customer and vessel details are accurately recorded on the Digital UKSR system and other MCA databases used.
• Providing a registration process which is delivered within agreed service levels, dealing with all customer enquiries and issues as they arise.
• Achieving a level of personal performance which meets required key performance indicators and volume targets and contributes to the success of the team.
• Processing customer applications and all documentation to ensure all certification and issued documentation is accurate and received by the customer in a timely manner.
• Processing all customer payments ensuring all action taken is GDPR compliant.

Benefits

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Flexible working options where we encourage a great work-life balance.

About You

We are looking for someone who can bring proven experience of working in a fast-paced, service-led, high volume, customer-facing Contact Centre environment. With a passion for providing exceptional service to your customers, you have excellent written and verbal communication skills, including a professional telephone manner, and the ability to understand your customer’s needs and to provide workable solutions to problems.

You have an eye for detail and produce work quickly, which is accurate and to a high standard and are confident using online systems to record information including taking notes of customer calls. You work well as part of a team as well as under your own initiative, taking responsibility for your own performance to ensure you deliver against agreed KPIs and objectives.

To be successful in this role you will need to have the following experience:

• Experience of working in a fast paced, serviced-led, customer-facing environment.
• Experience of delivering to set KPIs and objectives.
• Excellent communication skills: good telephone manner, including clear speech and the ability to
  demonstrate empathy and problem solve.
• Experience with keeping accurate records and data input.
• Effective written and spoken communication

How to Apply

👉 Read the full description and apply here: https://bit.ly/461HKOD

This vacancy closes at 23:55 on Tuesday 17^th February 2026