Customer Support Officer - Night Team

Check out the development opportunities in the Customer Operations team.

This is an office-based role, the Customer Operations team work from our Cardiff City Centre Office. After passing the probation period the requirement will be to work in office 4 days a week, and 1 from home.

What You'll Be Doing
You'll be the first point of contact for small business owners. Our customers are trying to build their businesses, and we don't want to get in the way. You'll solve problems, fix things that aren't working for them, and give them a leg up when they need it. Most importantly, you'll be able to listen to our customers and understand from them how we can build a better business.

• Servicing our customers via phone, emails and chat during the night shifts
• Resolve customer inquiries promptly and professionally, ensuring full customer satisfaction
• Understand the importance of objection handling to ensure customers' needs are explained clearly and fairly
• Maintain a comprehensive understanding of the company's products, services, and policies to provide accurate information and advice
• Identify opportunities for process improvements and contribute ideas for enhancing the overall customer experience.
• Identifying our vulnerable customers and ensuring they get the right support

Shifts
You'll be joining our customer service night team. Working Monday-Sunday (2 weekends in 4) Between the hours of 6pm-6am & 8pm-8am. Shift patterns are:

• Week 1: 4 on, 3 off
• Week 2: 3 on, 1 off, 3 on
• Week 3: 3 off, 4 on
• Week 4: 7 days off

We're Looking For

• A minimum of 2 years customer service experience
• Someone who has worked similar shifts or unsociable hours
• Great communication skills, can communicate with a wide variety of people both verbally and in writing
• Experience using CRM's
• An excellent problem solver who can focus on providing our customers with resolutions quickly
• The ability to manage high volumes of enquiries without compromising service quality
• Can work independently and as part of a team in a fast paced environment

Diversity & Inclusion
We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

Salary £25,000 + £3, 000 uplift for working nights + monthly bonuses
Private Healthcare including dental and optician services through Vitality
✈️ Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
️ 28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.

Interview Process:

• First stage: 15-minute intro call with a member of the Talent Team (Phone call)
• Final stage: Attend an assessment day on either Tuesday 24th June, Thursday 26th June, Tuesday 1st July or Thursday 3rd July (In person)
• Start date: Monday 4th August 2025