Contact Centre Telephony Advisor 8 views

📍 Location: Swansea (Hybrid)

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

🕒 Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

This is an exciting opportunity for hardworking individuals to join our Contact Centre. Located in Swansea Vale, Llansamlet, your role as an advisor will be to answer inbound customer queries, providing our customers with support, information, and an outstanding service.

The role does not involve any sales or cold calling.

Key Responsibilities include, but are not limited to:

• To deliver excellent customer service, through a variety of customer channels (telephony, multi-channel, wider operational functions) by investigating and resolving customer issues, complaints, cases, and processing customer payments in a professional and timely manner, to aid accuracy and enforcement in line with Agency policy and legislation.
• To provide and seek advice/information from relevant customers and/or stakeholders to ensure swift resolution to enquiries/complaints.
• To work well with colleagues, listen to the views of others and try to see issues from other’s perspectives, continuing to develop and take on board feedback to continuously improve.

Benefits

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic 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.

About you

• We are looking for people with strong communication skills who are passionate about providing an excellent service to our customers. You can adapt your approach to suit individual customer needs and break down information to improve the customer understanding. You take pride in completing your work to the highest standard and are resilient when managing a fast-paced workload.
• It would be beneficial if you are confident using IT systems, as you will need to navigate multiple computer systems on dual screens whilst answering customer queries.
• You don’t need any previous experience or qualifications to join us, we are looking for hardworking and resilient team players, who are enthusiastic and genuinely want to support our customers with their needs.

📅 Apply before 11:55 pm on Sunday 15th February 2026