Customer Services Advisor in Cardiff

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years. We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.

Due to company expansion, we are looking for Customer Services Advisors who would like to help us reach our mission to “earn customer loyalty and drive business growth by providing consistently excellent service”. Our modern contact centre office is based in the centre of Cardiff, a close walk from both train and bus links, along with many shops and cafes. We currently have a rota to cover our opening hours (8am - 8pm, Monday - Friday, 9am - 5.30pm Saturdays, Sundays and Bank Holidays). You will need to be available to start employment and complete a 4 week mandatory training programme from 12 October 2026.

Purpose of this role

To deliver consistently high-quality service to customers across multiple utilities, earning their long-term loyalty to BUUK Infrastructure. To respond to customer enquiries and resolve issues promptly and efficiently. To offer information about products and services, process orders, take payments, handle complaints, and assist with technical troubleshooting. To put our customers’ needs at the heart of everything we do.

Your key responsibilities are

• To answer customer queries across multiple contact channels, within set timescales and quality measures, ensuring customer needs are met to a high standard whilst keeping us compliant with industry regulations.
• Represent the company positively, having helpful and meaningful conversations with our customers.
• Endeavour to achieve first contact resolution at every possible opportunity by delivering exceptional customer service.
• Ensure we meet our customer’s needs as efficiently as possible and keep customer effort low by keeping our promises.
• To assist with inbound sales enquiries and new sign-ups for all our retail brands, in addition sign up potential new Sky customers with Sky TV as the opportunities arise and where it benefits our customers.
• To actively encourage our customers and potential customers to take part in our customer satisfaction surveys.
• To achieve superior customer service, we need to listen to our customers and act upon their feedback.
• To ensure customer records are updated accurately and in a timely manner, to support the customer going forward and help the business to understand our customers’ needs.
• To actively take part in our quality model and coaching sessions and undertake self-evaluation, because your continuous improvement and development is important to us.
• Be responsible for your own performance and behaviour, ensuring that all work is submitted or completed within the targeted deadline.
• Identify vulnerable customers and offer appropriate support to meet their needs.
• Adapting to ensure any interactions are low effort and high-quality customer service.
• Work as part of a team, being courteous and friendly to your co-workers, managers, customers and positively affect everyone around you.
• Being a positive influence on your colleagues.
• Contribute to a lively and welcoming office environment by putting egos aside and working together as a supportive, team-driven group.

Qualifications

• GCSE Maths and English or equivalent.

Experience/Knowledge

• Experience of working with customers or members of the public.

Abilities/Skills

• Ability and desire to deliver the highest quality support to customers.
• High level of accuracy in processing customer information, orders and payments.
• Excellent communication skills with the ability to engage with customers.
• Excellent listening skills with the ability to build rapport and empathise with customers.
• A desire to help others, with a willingness and ability to take ownership of issues through to resolution.
• A positive, friendly and pro-active attitude.
• Flexible and adaptable with the ability to interact with all types of customers.
• Well-developed organisational skills with the ability to multitask and meet targets.
• A passion and motivation for working to individual and team targets.
• Ability to work well as part of a dynamic team as well as being able to work independently.
• A level or NVQ equivalent.
• An understanding of the utilities industry or experience working for a utility provider.
• Resolving customer complaints and turning negative experiences into positive outcomes.
• Ability to use Microsoft Office programmes or equivalent.

Conditions of Employment

You are required to have your criminal records checked through the Disclosure and Barring Service (DBS). This is due to handling and processing sensitive customer data.

What can you expect from us

• Cost of living annual pay review.
• Company pension contributions up to 10% if employees contribute 5%.
• 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
• Enhanced maternity, paternity and adoption pay.
• To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax).
• Hybrid working for eligible roles.
• Development opportunities to reach your career aspirations.
• BUUK has an award-winning culture.
• We care about your wellbeing and safety as we all deserve the right to go home safe, every day.
• We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.

From the supportive culture and opportunities to grow, to the great friends and chocolate brownies, our people tell us what they love most about working at BUUK. We all matter.