At a Glance
- Tasks: Provide top-notch customer service to the IB community in both English and Spanish.
- Company: Join the International Baccalaureate, a leader in global education services.
- Benefits: Enjoy competitive salary, generous leave, and a supportive work environment.
- Other info: Hybrid working model with excellent career development opportunities.
- Why this job: Make a real difference in education while developing your skills in a dynamic role.
- Qualifications: Fluency in Spanish and English, with strong communication and problem-solving skills.
The predicted salary is between 25000 - 32000 £ per year.
Salary: Competitive depending on experience
Job Type: Full-Time, Fixed-Term, 37.5 hours per week, Secondment Opportunity (10 Months)
Location: IB (International Baccalaureate®) Global Centre, Cardiff
Hybrid working opportunity, office presence required one day per week.
About the Role
The role of the Customer Service Associate is to provide a professional service to members of the English and Spanish speaking IB Community, managing inquiries, identifying and assessing customer needs. To champion the customer internally by reporting trends and issues. To make recommendations for improvements aimed at reducing customer effort and enhancing the overall experience.
The Associate is responsible for frontline support and engagement with members of the external IB Community. This includes the delivery of a professional service that not only responds to, but also pre-empts customer needs by providing accurate, relevant and consistent information in a timely manner.
This is a Hybrid working opportunity with one day required onsite in our Cardiff office. Please note that this team work to the following shift patterns: 08:00-16:00 and 10:00-18:00 on a 2 week rotation. Some work during public holiday and weekends required.
Responsibilities
- Customer Support: providing an information service on the broad range of the IB’s products, services and systems within a clear, timely and accurate manner. Receiving complaints and formal feedback disclosures via telephone and deal with escalations. Communicate the IB’s policies and procedures. Deal with critical situations, such examinations emergencies.
- Relationship Management: building sustainable relationships with external customers through open and interactive communication. Assisting with the production and delivery of support materials including webinars. Liaising with internal stakeholders enterprise-wide, to ensure the timely resolution of customer issues and inquiries.
- Projects: participating in the planning or execution of internal projects.
- Teamwork: Liaise and cooperate with other teams to resolve issues and improve resolution times; Work cross-divisionally to ensure the resolution of customer inquiries.
- Continuous Improvement: Seek opportunities to improve customer experiences through raising insights or trends; Make recommendations for service improvements.
Qualifications
Fluency in written and spoken Spanish and English is essential. Extremely comfortable answering a range of queries via the telephone in both spoken English and Spanish. Confidence to quickly acquire knowledge of a broad range of the IB’s products, services and systems (please note you will be provided with full Customer Service new hire training). Ideally you will have experience of effective call handling and active listening skills, however we welcome applications from individuals without this experience who are confident in their oral communication. Excellent communication skills with the ability to engage customers and colleagues. Skilled in problem resolution and decision making with a proven ability to represent the interests of customers and stakeholders and provide recommendations of support. Ability to multi-task, prioritise, and manage time effectively. Able to plan and deliver training. Familiar with CRM systems and practices.
In addition to your salary, we offer an attractive range of benefits including:
- 10% employer pension contribution from first day of employment (minimum contribution required from yourself is 3%)
- Annual salary review (from July 2027)
- 25 Days annual leave, plus public holidays
- 10 Days work from anywhere leave (per calendar year)
- Enhanced family friendly benefits
- Life assurance 4x annual salary
- Paid volunteering leave (one day per calendar year)
- Flexible benefits allowance at 1.5% of your annual salary
- Excellent continuous professional development
- Health and wellness schemes
- Disability Confident Employer
- Cycle to Work scheme
- Discounts on a range of products, including days out and Gym Memberships
- Cash back opportunities available from a wide range of retailers
- Employee Assistance Programme
- Free onsite parking
Applications will be accepted until 11.55pm BST, 07 August 2026. Interviews will be held w/c 10 August 2026.
Opportunity & Belonging
We are committed to building a working environment that values respect, diversity, and compassion. The International Baccalaureate is proud to be an equal opportunities employer, and we welcome applications from all qualified applicants. As a global employer, we adhere to all relevant employment legislation in the countries in which we operate, and we’re happy to provide any reasonable support or adjustments as needed to ensure applicants can fully participate in our recruitment process.
Customer Service Associate in Cardiff employer: International Baccalaureate
The International Baccalaureate is an exceptional employer, offering a dynamic work environment in Cardiff that fosters collaboration and innovation. With a strong commitment to employee development, you will have access to growth opportunities and a supportive culture that values your contributions. Join us to be part of a meaningful mission that impacts education globally while enjoying competitive benefits and a vibrant workplace.
Contact Details:
International Baccalaureate Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Associate in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at International Baccalaureate. 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 International Baccalaureate 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 Service Associate in Cardiff
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 International Baccalaureate:Your cover letter is your chance to shine! Tell us why you want to work at International Baccalaureate 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 International Baccalaureate!
How to prepare for a job interview at International Baccalaureate
✨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.
