At a Glance
- Tasks: Provide top-notch customer service and support across various utilities.
- Company: BUUK Infrastructure, a leader in utility innovation for over 30 years.
- Benefits: 33 days holiday, hybrid working, pension contributions, and referral bonuses.
- Other info: Dynamic team culture with opportunities for personal and professional growth.
- Why this job: Join us to make a real difference while developing your career in a supportive environment.
- Qualifications: GCSE Maths and English or equivalent; strong customer service skills.
The predicted salary is between 25000 - 30000 £ per year.
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 are looking for Customer Services Advisor 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 01 September 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 offer information about products and services, process orders, take payments, handle complaints, and assist with technical troubleshooting.
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.
- Endeavour to achieve first contact resolution at every possible opportunity by delivering exceptional customer service.
- 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.
- 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.
Abilities/Skills:
- Ability and desire to deliver the highest quality support to customers.
- A desire to help others, with a willingness and ability to take ownership of issues through to resolution.
- Flexible and adaptable with the ability to interact with all types of customers.
- 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.
- 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.
We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do. Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. You can also ask us about flexible working options. Therefore, if you're interested in this role, we encourage you to apply as soon as possible.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Training in Newport
✨Join Customer Support Communities
Get involved in online forums and communities dedicated to customer support, like those on Reddit or specialised Facebook groups. Networking with industry peers can open doors to trainee opportunities with companies like BUUK Infrastructure.
✨Attend Local Job Fairs
Check out local job fairs and career expos, especially those focusing on customer service roles. Meeting potential employers face-to-face can give you an edge over others applying for the trainee position at BUUK Infrastructure.
✨Leverage Your University Resources
If you're still in education, make use of your university's career services—they often have strong ties with companies looking for trainees. They might have insider knowledge about openings at places like BUUK Infrastructure that you're keen on.
✨Showcase Your Soft Skills
Since customer support is all about people, highlight your communication and problem-solving skills in your interactions. When you apply to BUUK Infrastructure, make sure they see your passion for helping others!
We think you need these skills to ace Customer Service Advisor - Training in Newport
Some tips for your application 🫡
Show off your people skills!:For a customer support trainee role, it's super important to highlight any experience you have in dealing with customers, whether that's through part-time jobs, volunteering, or even helping out at events. We want to see how you connect with people, so share examples of how you've successfully resolved issues or enhanced someone's experience.
Tailor your CV to us!:When applying for a trainee role at BUUK Infrastructure, make sure your CV reflects your enthusiasm for customer support. List any relevant experiences, even if they're informal, and don't forget to mention your communication skills. A concise, clear layout will help us see how you're a perfect fit for our team.
Write about your learning goals!:Since this is a trainee position, we love seeing your motivation to learn and grow. In your cover letter, let us know what you hope to gain from working with us at BUUK Infrastructure. This could include specific skills or knowledge areas—show us you’re keen to dive in and develop your customer support expertise!
Demonstrate your problem-solving skills!:Customer support is all about solving problems, so make sure to highlight any experiences where you've had to think on your feet! Whether it was a tricky school project or helping a friend out, share how you approached the issue and what the outcome was. This will show us you're ready for the challenges at BUUK Infrastructure.
How to prepare for a job interview at BUUK Infrastructure
✨Know Your Customer Support Basics
Make sure you're familiar with the key skills in customer support, like active listening and empathy. Expect questions on how to handle difficult customers or resolve common issues – we might want to hear how you’d approach a real-life scenario, so think of a few examples where you showcased these skills.
✨Brush Up on the Tools
Familiarise yourself with common customer support tools like Zendesk or Freshdesk. Even if you haven't used them before, understanding how they work will show BUUK Infrastructure that you’re proactive and willing to learn. They might ask about your experience with similar software or how you'd adapt quickly to new tools.
✨Show Your Willingness to Learn
As a trainee, emphasising your desire to learn and grow is crucial. Think about what you hope to gain from this experience at BUUK Infrastructure and be ready to discuss how you plan to develop your skills in customer support. Demonstrating a positive attitude and openness to feedback can go a long way!
✨Prepare for Role-Playing
In customer support interviews, it's fairly common to have a role-playing exercise where you'll need to handle a customer query. Practice your approach not just in resolving issues, but also in how you communicate clearly and professionally. This is your chance to shine, so don’t hesitate to showcase your verbal skills!
