What Jobs are available for Admiral Group in Cardiff?

• Handle inbound customer calls, emails, and chat inquiries promptly and effectively.
• Provide accurate information regarding products, services, and company policies.
• Resolve customer complaints and concerns with empathy and a focus on customer satisfaction.
• Process orders, returns, and exchanges as required.
• Document customer interactions and resolutions accurately in the CRM system.
• Identify opportunities to upsell or cross-sell relevant products or services.
• Escalate complex issues to the appropriate departments when necessary.
• Contribute to team goals and performance metrics.
• Maintain up-to-date knowledge of company offerings and procedures.
• Participate in ongoing training and development sessions to enhance skills.
• Ensure a high level of customer service is consistently delivered.

• Proven customer support experience or experience in a similar client-facing role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using computers and common software applications.
• Ability to multitask and manage time effectively in a remote setting.
• A positive attitude and a passion for helping others.
• Ability to work independently with minimal supervision.
• Must have a reliable internet connection and a dedicated workspace conducive to professional communication.
• Experience with CRM software is a plus.
• Previous experience in a remote role is beneficial but not essential.

• Lead, coach, and motivate a team of customer service representatives.
• Oversee daily operations of the customer service department.
• Monitor team performance and provide regular feedback and training.
• Ensure the team meets key performance indicators (KPIs) for customer satisfaction and resolution times.
• Handle escalated customer inquiries and complaints with professionalism and efficiency.
• Develop and implement strategies to enhance the customer experience.
• Maintain up-to-date knowledge of products, services, and company policies.
• Collaborate with other departments to resolve customer issues.
• Assist in recruitment and onboarding of new team members.
• Contribute to process improvements within the customer service function.
• Ensure compliance with company service standards and procedures.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Excellent leadership, coaching, and interpersonal skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in using CRM software and customer support tools.
• Exceptional communication and problem-solving abilities.
• Ability to remain calm and professional under pressure.
• Strong organizational skills and attention to detail.
• Experience in a hybrid work environment is beneficial.
• Ability to work effectively both independently and as part of a team.
• A passion for delivering outstanding customer service.

Customer Service Advisor - Welsh Speaking
Fully Remote

Akkodis are currently working in partnership with a leading service provider to recruit a number of Customer Service Advisors with the ability to communicate in both Welsh and English. There are opportunities to work on either a day shift or night shift pattern.

Day Shift: 26,267 per annum
Night Shift: 31,846 per annum (shift allowances included)

The Role
As a Customer Service Advisor you will provide world class customer care via phone, email, and social media.

The Responsibilities
* Deliver exceptional customer service
* Resolve customer enquiries via phone
* Respond to customers via social media
* Resolve web queries and enquiries via email

The Requirements
* Fluency in Welsh and English both spoken and written is essential for the role
* Great communication skills and a knack for problem solving
* A customer focused nature with excellent listening skills
* Computer literacy - Microsoft Office 365

This role is vital in delivering high-quality service so if you're confident communicating in Welsh and English and thrive supporting customers, you could be the perfect fit. Apply now!

Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.

By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical issues related to our software and hardware products.
• Provide step-by-step guidance to customers on product usage and troubleshooting.
• Escalate complex issues to senior technical staff or relevant departments when necessary.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Contribute to the development of our knowledge base and FAQs by creating and updating support documentation.
• Identify recurring customer issues and provide feedback to the product development team for improvements.
• Maintain a high level of customer satisfaction through effective problem-solving and excellent service.
• Stay up-to-date with product updates, new features, and relevant industry trends.
• Adhere to all company policies and procedures regarding customer support and data security.

• Previous experience in a customer service or technical support role is essential.
• Strong understanding of software applications and hardware troubleshooting.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask, prioritize, and manage time effectively in a remote environment.
• Patient, empathetic, and customer-centric attitude.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a remote team.
• High school diploma or equivalent; further technical certifications are a plus.
• Demonstrated ability to learn new technologies quickly.

What you'll be doing…

As a Customer Service Assistant you will ensure that we are able to resolve customer queries and deliver excellent customer service, you’ll demonstrate excellent listening skills and will be able to show empathy to customers across multiple channels including telephone, email, social media and reviews. You’ll have knowledge of what it is to work in the financial services industry adhering to FCA guidelines and will understand frustrations that customers may have with particular knowledge around insurance products and provider

As a Customer Service Assistant you will ensure that we are able to keep our customers on the best deals year in year out and remove the hassle in switching providers. Typically you’ll speak to customers over the phone, chat and email, managing and solving general queries for our customers - your passion for delivering excellent customer service will shine through the interactions you have!

Experience that will put you ahead of the curve…

• Great interpersonal skills - you’ll be able to demonstrate experience of handling customer expectations and offering resolutions confidently and will also have phenomenal written communication skills being able to deliver communications over email and letters to customers.
• Adaptability - you’ll be able to demonstrate adaptability to cater to different customer needs.
• Customer service - you’ll have experience of working in a role where your primary focus has been delivering excellent service to customers, we’re very open to backgrounds and some of our best Agents have come from customer facing roles within hospitality, contact centres and retail!
• Problem solving - you'll demonstrate the ability to approach problems logically and with good judgement to ensure the appropriate customer outcome.
• Experience of delivering service to customers through multiple channels including phone, email, chat, video calls and service through social media.

What's in it for you…

We have a number of awesome perks available to our staff. We offer huge opportunities to learn and develop, whether through professional qualifications, exposure to incredible business projects or informal lunch & learns, hosted by your colleagues. We have a fantastic culture where we really do care about our people and want everyone to succeed. Varied roles mean you’re not pigeonholed in to one finite area but get the opportunity to develop a wide range of skills and experience

And to top it all off, not only do we offer unlimited holiday because we trust you to manage your workload and time but we also offer a share in our success whereby every colleague is eligible to join our profit pool bonus scheme - if Future hits their performance targets all colleagues may receive a bonus.

Internal job family level P8

Please note, the expected salary range for this position is £24,000 - £24,000

This is a Hybrid role from our Cardiff Office, working three days from the office, two from home.

Wh o are we…

We’re Future. We’re 3000+ colleagues over 250+ brands speaking to 400 million people every month across the globe through websites, events and magazines. We’ve got ambitious plans that build on our growth momentum and unlock new opportunities and we’re looking for talented people who want to be a part of it.

Our Future, Our Responsibility - Inclusion and Diversity at Future

We have a voice and we’re going to use it. We promote diversity and inclusion not just in our recruitment processes, but everything we do. We’re an equal opportunity employer and we will continue to ensure our recruitment process is free of bias and our workplaces are inclusive, positive, free of discrimination and respecting of all backgrounds and beliefs. Our culture is underpinned by our values and employees - current and future - are treated with respect and fairness. Find out more about Our Future, Our Responsibility on our website.

Please let us know if you need any reasonable adjustments made so we can give you the best experience!

#LI-MH1

• Lead, manage, and mentor a team of customer service representatives and helpdesk agents.
• Develop and implement strategies to enhance customer satisfaction and retention.
• Oversee daily operations of the customer service and helpdesk functions, ensuring efficient ticket resolution.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores (CSAT).
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Handle escalated customer issues, providing timely and effective solutions.
• Implement and manage quality assurance processes for customer interactions.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with other departments to resolve customer issues and improve product/service offerings.
• Recruit, train, and develop customer support staff.
• Foster a positive, supportive, and customer-focused team environment.

• Minimum of 5 years of experience in customer service management or helpdesk supervision, with at least 2 years in a senior leadership role.
• Proven experience managing remote or distributed teams.
• Demonstrable success in improving customer satisfaction metrics.
• Strong understanding of CRM systems, helpdesk software, and relevant support technologies.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in data analysis and reporting.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Problem-solving skills and a proactive approach to issue resolution.
• Bachelor's degree in Business Administration, Management, or a related field is preferred.

• Provide first-line technical support and customer service to clients.
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical issues related to our products and services.
• Guide customers through product features and functionalities.
• Manage customer accounts and resolve billing or service-related queries.
• Escalate complex issues to senior support staff or relevant departments.
• Document all customer interactions and resolutions in the CRM system.
• Identify and report recurring issues to contribute to product improvement.
• Adhere to service level agreements (SLAs) and company quality standards.
• Strive to achieve high levels of customer satisfaction.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in customer service or technical support roles.
• Demonstrated experience in a remote or work-from-home setting.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Patience, empathy, and a customer-centric approach.
• Proficiency in using CRM software and helpdesk tools.
• Ability to multitask and manage time effectively.
• Comfortable working with technology and learning new software applications.

• Lead, train, and mentor a remote team of customer service and support agents.
• Develop and implement customer support policies, procedures, and best practices.
• Manage the customer support ticketing system and ensure timely resolution of inquiries.
• Monitor and analyze key performance indicators (KPIs) such as response times and customer satisfaction scores.
• Handle escalated customer complaints and complex technical issues effectively.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Collaborate with product and engineering teams to relay customer feedback and identify product improvements.
• Ensure adherence to service level agreements (SLAs).
• Foster a positive and customer-focused team environment.
• Identify training needs and provide ongoing coaching to support staff.
• Contribute to the development of self-service support options.
• Champion the voice of the customer within the organization.

• Proven experience in a customer service leadership or management role.
• Demonstrated experience in managing remote teams.
• Strong understanding of customer support principles and best practices.
• Proficiency with CRM software and helpdesk platforms (e.g., Zendesk, Salesforce Service Cloud).
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to coach and develop team members effectively.
• Strong analytical skills for tracking and reporting on support metrics.
• Experience in the SaaS or technology sector is highly desirable.
• A commitment to delivering outstanding customer service.

• Lead, coach, and motivate a team of remote customer service representatives to achieve performance targets and deliver outstanding service.
• Oversee daily customer support operations, ensuring efficient handling of inquiries via phone, email, and chat.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction (CSAT), and net promoter score (NPS).
• Develop and implement standard operating procedures (SOPs) to enhance service quality and consistency.
• Identify training needs for the team and conduct regular training sessions to improve skills and product knowledge.
• Handle escalated customer issues and complex inquiries, providing effective resolutions.
• Collaborate with other departments (e.g., Sales, Operations, Product) to resolve customer issues and improve the overall customer journey.
• Analyse customer feedback and support data to identify trends, areas for improvement, and opportunities for proactive service.
• Contribute to the recruitment and onboarding process for new customer support team members.
• Ensure adherence to company policies, service level agreements (SLAs), and quality standards.
• Champion a customer-centric culture within the support team and across the organization.

• A minimum of 4 years of experience in customer service, with at least 2 years in a supervisory or team lead role.
• Proven experience managing remote teams is essential.
• Demonstrated ability to coach, motivate, and develop customer service professionals.
• Excellent understanding of customer service principles and best practices.
• Strong problem-solving and conflict-resolution skills.
• Exceptional communication, interpersonal, and active listening skills.
• Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Strong analytical skills with the ability to interpret data and identify actionable insights.
• A passion for delivering outstanding customer experiences.