Customer Services Advisor in Cardiff

Job Location: Cardiff

Salary: £25,451 - £27,148

Contract type: Permanent

Posting End Date: 13/01/2026

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 driver 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.

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 Saturday, Sundays and Bank Holidays). You will need to be available to start employment and complete a 4 week mandatory training programme from 02 March 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.

Key Responsibilities

• 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 efficiently and keep customer effort low by keeping our promises.
• Assist with inbound sales enquiries and new sign-ups for all our retail brands, and sign up potential new Sky customers with Sky TV where it benefits our customers.
• Actively encourage our customers and potential customers to take part in our customer satisfaction surveys.
• Listen to our customers and act upon their feedback to achieve superior customer service.
• Ensure customer records are updated accurately and in a timely manner.
• Participate in our quality model and coaching sessions and undertake self‑evaluation to support continuous improvement and development.
• Be responsible for your own performance and behaviour, ensuring all work is submitted or completed within the targeted deadline.
• Identify vulnerable customers and offer appropriate support to meet their needs.
• Adapt interactions to ensure low effort and high‑quality customer service.
• Work as part of a team, being courteous and friendly to colleagues, managers, customers and positively affecting everyone around you.
• Be a positive influence on your colleagues and contribute to a lively and welcoming office environment.

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 independently.

Desirable

• 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 You Can Expect From Us

• Excellent starting salary of £25,451, increasing to £27,148 following successful completion of your probation.
• An additional £1,200 annual shift allowance.
• 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.
• Referral payment of £1,000 (net of tax) for each successful referral.
• Hybrid working for eligible roles.
• Development opportunities to reach your career aspirations.

Equal Opportunity Employer

BUUK is proud to be an equal opportunity employer. We respect each other and advocate for equity, diversity and inclusion in all we do. We encourage you to apply as soon as possible, as we reserve the right to close the role early. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options.