Customer Service Team Leader

Customer Service Advisor — 2 PositionsDH Website Services
Location: Cardiff area, South Wales — Office\-based
Job type: Full\-time
Salary: £18,000–£20,000 per year
Positions available: 2
Start date: Approximately 30 days after appointment. About DH Website Services: DH Website Services is a growing Welsh technology company specialising in websites, applications and software solutions. We're currently expanding our operations and opening a new office in the Cardiff area as we prepare to launch and support a significant new service. Due to confidentiality obligations and an existing NDA, we're unable to disclose the specific details of the project at this stage. We're therefore looking for two Customer Service Advisors to join our new team and help us provide a high standard of support to our customers.The Role: As a Customer Service Advisor, you'll be one of the main points of contact for customers using our services. You'll provide support through telephone, email, online chat and our customer support systems. You'll be dealing with a mixture of straightforward enquiries and situations requiring investigation or escalation. Our operation will make significant use of AI\-powered customer\-service tools, which will handle many routine enquiries and provide information to customers. This means your role will focus on the situations where human support, understanding and judgement are needed.Key Responsibilities

• Respond to customer enquiries by telephone, email and online support systems


• Help customers understand and use our services


• Resolve straightforward customer issues


• Troubleshoot basic technical problems


• Create and manage support tickets


• Escalate technical issues to our IT team


• Escalate sensitive or serious issues to management


• Monitor and follow up outstanding customer enquiries


• Work alongside our AI customer\-service systems


• Identify recurring problems and report them to management


• Maintain accurate customer records


• Follow company data\-protection and confidentiality procedures


• Provide a professional and compassionate service to customers


• Help improve our customer\-service processes as the operation develops

About You: We're looking for someone who:

• Has excellent communication skills


• Is patient, friendly and approachable


• Can remain calm when dealing with difficult situations


• Has good computer skills


• Can learn new software quickly


• Has good attention to detail


• Can follow procedures accurately


• Understands the importance of confidentiality


• Can work independently as well as part of a team


• Is comfortable working alongside AI and technology


• Genuinely enjoys helping people

Previous customer\-service experience would be beneficial but is not essential. We're particularly interested in people who demonstrate the right attitude and ability to learn.What We Offer

• £18,000–£20,000 per year


• Full\-time employment


• New modern office in the Cardiff area


• Training provided


• Modern customer\-service technology


• AI\-assisted support tools


• Opportunity to join a growing Welsh technology company


• Opportunity for progression as the company grows

Please note: This position is being recruited in advance of our operational expansion and will commence approximately 30 days after appointment. Due to an NDA, details of the specific project will be provided only where appropriate during the recruitment process.

Pay: From £25,000\.00 per year

Benefits:

• Casual dress


• Childcare


• Company events


• Company pension


• Cycle to work scheme


• Employee discount


• Employee mentoring programme


• Financial planning services


• Flexitime


• Free parking


• Gym membership


• Health \& wellbeing programme


• Life insurance


• On\-site parking


• Private dental insurance


• Private medical insurance


• Profit sharing


• Referral programme


• Sick pay


• Work from home

Experience:

• Customer service: 1 year (required)

Language:

• English (required)

Work authorisation:

• United Kingdom (required)

Location:

• Pontypridd, Rhondda Cynon Taff (preferred)

Work Location: Hybrid remote in Pontypridd

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