At a Glance
- Tasks: Be the friendly voice of CITB, helping customers with their enquiries via phone, email, and live chat.
- Company: Join CITB, a supportive team dedicated to creating positive customer experiences.
- Benefits: Enjoy 25 days holiday, generous pension, free lunch, and professional development opportunities.
- Other info: Hybrid working after training, with excellent career growth potential.
- Why this job: Make a real difference by providing exceptional customer service in a dynamic environment.
- Qualifications: Experience in customer service, strong communication skills, and attention to detail required.
The predicted salary is between 24000 - 28000 € per year.
As a Customer Operations Adviser, you will be the first point of contact for CITB customers, delivering friendly, efficient, and solutions-focused support across a range of services. You’ll play a vital role in creating positive customer experiences—taking ownership of enquiries, resolving issues with confidence, and ensuring every interaction leaves a lasting impression. You will be responsible for delivering a high standard of customer service, consistently exceeding expectations. Working across multiple channels, you’ll handle enquiries with professionalism and care, ensuring every customer feels heard, valued, and supported. Living the CITB values will be at the heart of everything you do.
Location: Bircham Hybrid (This role is based in Bircham 2-3 days per week). To support Induction and training, this role be required to be onsite for the first month, moving to hybrid working at the discretion of the line manager and based on business requirements.
Hours of Work: Full-time (35 hours per week) between CITB's normal operating hours of 08:00 to 18:00 unless otherwise agreed.
Contract: 12 Month Fixed Term Contract. Grade TM1.
What You’ll Be Doing:
- Customer Interaction: Be the voice of CITB—responding to customer enquiries via phone, email, and live chat. Take ownership of each interaction, providing a seamless and supportive experience that goes above and beyond expectations.
- Service Delivery: Process customer requests accurately and efficiently using CITB systems. Follow clear procedures while working at pace to meet service standards and deliver results customers can rely on.
- Quality & Compliance: Ensure every interaction meets quality standards and complies with relevant regulations (including GDPR). Keep accurate records using CRM systems to maintain a clear and consistent customer journey.
- Demonstrate CITB Values: Work collaboratively with your team—sharing knowledge, supporting colleagues, and contributing ideas to continuously improve the service we provide.
- Any Other Duties: Be flexible and ready to support with additional tasks as required—no two days are the same in a dynamic contact centre environment.
Qualifications:
- Experience in a customer service or contact centre environment
- Strong communication and interpersonal skills
- Ability to work effectively in a fast-paced and multi-channel environment
- Working knowledge of Microsoft Office applications
- A high attention to detail and accuracy
- Commitment to delivering inclusive and respectful customer service
- Good organisational and multi-tasking skills
- Working knowledge and experience of CRM systems
- Working within a regulated environment
- Recognised customer service qualification
Special Conditions / Other Requirements:
- Basic DBS check
- Comply with CITB working arrangements policy
What You’ll Get in Return:
- 25 days holiday + bank holidays + 3 days Christmas shutdown
- Generous pension scheme (up to 9% employer contribution)
- Life assurance (4x salary)
- Free onsite lunch and subsidised Costa Coffee
- 2 paid volunteering days per year
- Professional development & funded training qualifications
- Employee Assistance Programme — because your wellbeing matters
Customer Operations Adviser (Transition Team) employer: CITB
CITB is an exceptional employer that prioritises the well-being and development of its employees, offering a supportive work culture where every team member is valued. With a generous benefits package including 25 days of holiday, a robust pension scheme, and opportunities for professional growth, working in Bircham as a Customer Operations Adviser allows you to make a meaningful impact while enjoying a balanced work-life environment. The hybrid working model and commitment to employee welfare ensure that you can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Adviser (Transition Team)
✨Tip Number 1
Get to know the company! Research CITB's values and mission. When you understand what they stand for, you can tailor your conversations to show how you embody those values. This will help you connect with the team and demonstrate that you're a perfect fit.
✨Tip Number 2
Practice your customer service skills! Think of common scenarios you might face as a Customer Operations Adviser and role-play them with a friend. This will help you feel more confident when handling enquiries and ensure you can provide that friendly, solutions-focused support.
✨Tip Number 3
Be proactive during interviews! Prepare questions that show your interest in the role and the team dynamics. Asking about their approach to customer service or how they handle challenging situations can really impress them and show that you’re ready to contribute.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the CITB team and ready to take on the challenge of delivering exceptional customer experiences.
We think you need these skills to ace Customer Operations Adviser (Transition Team)
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your experience in customer service. We want to see how you've gone above and beyond for customers in the past, so share specific examples that demonstrate your ability to create positive experiences.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the job description. Use keywords from the listing to show us you understand what we're looking for in a Customer Operations Adviser.
Be Professional Yet Friendly:Remember, you're applying for a role where you'll be the voice of CITB. Your written application should reflect a balance of professionalism and friendliness. Let your personality shine through while keeping it respectful and engaging.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at CITB
✨Know the Company Inside Out
Before your interview, take some time to research CITB and its values. Understand their mission and how they support customers. This will help you align your answers with what they stand for, showing that you're not just interested in the role but also in being part of their team.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you've gone above and beyond for a customer. Think about times when you resolved issues or created positive experiences. This will demonstrate your ability to take ownership of enquiries and deliver exceptional service.
✨Practice Active Listening
During the interview, make sure to listen carefully to the questions being asked. Respond thoughtfully and ask clarifying questions if needed. This shows that you value communication and are committed to understanding customer needs—key traits for a Customer Operations Adviser.
✨Be Ready for Role-Play Scenarios
Expect to engage in role-play scenarios during your interview. Practice handling customer enquiries or resolving complaints in a calm and professional manner. This will help you demonstrate your problem-solving skills and ability to work effectively in a fast-paced environment.
