At a Glance
- Tasks: Support customers with inquiries and provide exceptional service in a bilingual environment.
- Company: Join the National Lottery Heritage Fund, the UK's largest heritage funder.
- Benefits: Enjoy a competitive salary, hybrid working, and a commitment to inclusivity.
- Other info: Flexible working environment with great career development opportunities.
- Why this job: Make a real difference in preserving heritage for future generations.
- Qualifications: Exceptional customer service skills and a willingness to learn Welsh are desired.
The predicted salary is between 25925 - 25925 £ per year.
Vacancy Type: Permanent/Full Time
Salary: £25,925 (R1)
Location: Any of the Heritage Fund's offices in Cardiff, Leeds or Manchester (Hybrid Working)
Application Deadline: Monday, August 10, 2026
Job Summary:
The National Lottery Heritage Fund is the largest funder for the UK’s heritage. Our vision is for heritage to be valued, cared for and sustained for everyone, now and in the future. We believe in the power of heritage to ignite the imagination, offer joy and inspiration, and to build pride in place and connection to the past. Our mission is to use our expertise to support and champion the UK’s heritage and demonstrate the transformative potential of National Lottery funding through delivering our new strategy Heritage 2033. We ensure that money from The National Lottery makes a decisive difference for people, places and communities.
We are currently recruiting for a full-time Customer Services Assistant on a permanent contract based in either our Cardiff, Leeds or Manchester Office (Hybrid Working). This is a hands-on customer service role and everything you do will be focused on the customer experience. You will support the Heritage Fund’s bilingual service across the UK, assisting customers who conduct their business in English and Welsh. Day to day, you will be responding to telephone and email enquiries and providing support to a diverse range of applicants and grantees with differing needs. You will provide accurate information and handle concerns and complaints in a professional and timely manner.
Our ideal candidate will demonstrate exceptional customer service skills. A working knowledge of the Welsh Language (both written and spoken), or a genuine commitment to learn the Welsh Language, is desirable. In addition, they will possess good IT skills and a track record of using initiative, managing multiple tasks and working in collaboration. They may have experience of working in a similar role or looking to build on existing customer service work experience and take their personal skills to the next level. If you are excited about helping ensure that heritage is inclusive and accessible to everyone, for now and future generations, then we want to hear from you.
Applications close on 10 August 2026 at 23:59. Interviews are expected to take place on 2 September 2026.
Our Values:
- Inclusive of all aspects of heritage, people and communities
- Ambitious for our people, communities and heritage
- Collaborative by working and learning together
- Trusted for our integrity, expertise and judgement
Flexible Working:
The National Lottery Heritage Fund has offices all over the UK and we champion a flexible approach to working where this supports our business needs. We have formally adopted a hybrid working approach. This means that most employees will work from their contracted Heritage Fund office twice a week at minimum. Time spent on site visits to projects or other meetings based at another Heritage Fund or external office are counted as part of those two days. The other days in the week employees may work from home.
Disability Confident Employer:
We guarantee to interview all disabled applicants who meet the minimum essential criteria for every vacancy. We always endeavour to make reasonable adjustments and special requirements can be discussed and arranged before an interview. The National Lottery Heritage Fund pledges to provide an inclusive working and learning environment for our people which prioritises fairness, equality, diversity and inclusion as well as dignity and respect for all. We will create a workspace where intimidation, discrimination, harassment, bullying and victimisation are not tolerated and actively prevented and opposed.
Customer Services Assistant / Cynorthwyydd Gwasanaethau Cwsmer in Leeds employer: The National Heritage Memorial Fund
The National Lottery Heritage Fund is an exceptional employer that prioritises inclusivity, collaboration, and employee growth. With a flexible hybrid working model across its Cardiff, Leeds, and Manchester offices, employees enjoy a supportive work culture that values their contributions while providing opportunities for professional development in the heritage sector. Joining our team means being part of a mission-driven organisation dedicated to making a meaningful impact on communities and preserving heritage for future generations.
Contact Details:
The National Heritage Memorial Fund Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Assistant / Cynorthwyydd Gwasanaethau Cwsmer in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The National Heritage Memorial Fund. 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 The National Heritage Memorial Fund 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 Services Assistant / Cynorthwyydd Gwasanaethau Cwsmer in Leeds
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 The National Heritage Memorial Fund:Your cover letter is your chance to shine! Tell us why you want to work at The National Heritage Memorial Fund 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 The National Heritage Memorial Fund!
How to prepare for a job interview at The National Heritage Memorial Fund
✨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.
