At a Glance
- Tasks: Provide top-notch customer support and help resolve queries across various channels.
- Company: BUUK Infrastructure, a leader in utility services driving the UK towards net zero.
- Benefits: 33 days holiday, hybrid working, pension contributions, and referral bonuses.
- Other info: Opportunities for career growth and a supportive, inclusive work environment.
- Why this job: Join a dynamic team and make a real difference in customer satisfaction.
- Qualifications: GCSE Maths and English or equivalent; strong communication 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 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 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 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 Training Support Advisor in Newport
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BUUK Infrastructure. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BUUK Infrastructure before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Training Support Advisor in Newport
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BUUK Infrastructure:Your cover letter is your chance to shine! Tell us why you want to work at BUUK Infrastructure specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BUUK Infrastructure!
How to prepare for a job interview at BUUK Infrastructure
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
