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Customer Service Agent

Welsh Government
Future Group Imperial Way Duffryn Newport Newport NP10 8UH
£20,000 per year
Closing date
25 Aug 2022

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Sales / Customer Service
Role Type
Apprenticeship, Intermediate
Start Date
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Job Details

About the apprenticeship


As a Customer Service Agent 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 Agent 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! Further duties will include:
● Updating the systems and tools we have with the customer information and latest contact information.
● Understanding and resolving failed switches for customers.
● Collaborating with the complaints team to escalate unusual or complex customer cases.

Additional information

Our Values:
We are an inclusive and equal opportunities employer which means we firmly believe that the best
candidate will be successful in their application through a fair and transparent selection process
based purely on their talents. Each person we hire will be successful not only based on their
technical expertise but also for their behaviours, values & management & leadership potential for
the future. We want to hire people that we would be happy to be our managers!
Our values are intrinsic to our culture and during the selection process, you should be able to
demonstrate why you'll be an asset to our team and enhance our culture when you join us -
making Future an even more fantastic place to work!
We are part of the audience and the community
Our passion for our products makes us part of the community we engage with.
Our audiences give us a voice and that's an incredible privilege that we treat with reverence.
We embrace all the ways we are able to communicate to our audiences - print, online and in person -
and love doing so.
We are proud of our past and excited about our future
We are proud to work at Future, because being part of this team feels good.
We are one team, one company with big ambitions.
We all row the boat
No matter how long you've worked here, or what your role is at Future, your contribution counts - so
grab an oar!
We move faster when everyone pulls in the same direction. So what you do - and how you do it -
We take responsibility because that's the best way to get things done. We collaborate because we're
stronger together.
Let's do this!
We take the best decisions we can in the face of uncertainty.
It makes us think each decision through - then we go for it.
We commit to what we've agreed and have the confidence to persevere through tough times. But
we're able to admit mistakes because that helps us learn and chart a new course when we need to.
That's called ‘doing it right'.
It's the people in the boat that matter
Having the right team in the boat is mission critical.
We are all successful when we are self-motivated, self-aware and self-disciplined.
We support each other, challenge each other and have fun with each other.
We are determined to hire people we can learn from and who we would have as our boss.
Results matter, success feels good
We love being successful.
We restlessly look to improve, be ever creative, and unashamedly commercial in our ventures.
Great results mean we are able to align the needs & expectations of our audiences, communities,
clients and shareholders.



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.


No minimum requirements


Welsh Spoken Skills: No Welsh Written Skills: No

Course details

Training provider:

Training provider course:
Customer Service Level 2

About the employer

Future Group
Imperial Way
NP10 8UH

Disability confident

Yes, we are part of the Disability Confident Scheme from the UK Department for Work and Pensions.

Please note that all apprenticeships are open to everyone. However, some organisations have worked to achieve Disability Confident accreditation. You should always apply for the apprenticeship you feel best suited to.

Interview arrangements

The successful candidates will be notified of interview as appropriate.


Why an apprenticeship?

As an apprentice you will earn while you train. It’s a great career choice whether you are leaving school or college, returning to work after starting a family or looking for a new career. There’s a wide range of jobs on offer.  A job at the Welsh Government is unlike any other in Wales.

At the Welsh Government you’ll be given support and guidance so you can develop your skills in the workplace. You will also need to set aside time to study for your apprenticeship. You’ll be a valued member of the team from day one.

What apprenticeships are available?

We don’t currently have any apprenticeship opportunities open as we have now closed our scheme for 2019. If you’d like to keep updated on the vacancies that we’re advertising, you may want to visit our jobs board:  Welsh Government External Vacancies Board.

If you’d like to receive Job Alert e-mails that let you know when we’re advertising a role that suits your preferences, scroll to the bottom of the jobs board, and you’ll see the ‘Create Job Alert’ link.  Click this, and follow the on-screen instructions to set up your alerts.  You’ll need to log in or create an account as part of this process.

Who can apply?

To be eligible to apply you:

  • will be at least 16 years of age at the time of making your application
  • will not be in full-time education (you can apply while still attending school/college/university but will have finished or intend to finish your studies by the time your apprenticeship starts)
  • will need to meet the Civil Service Nationality requirements to apply.

ALS eligibility

Please note that ALS our training providers have their own eligibility in order to provide the funding required to undertake an apprenticeship. You may not be eligible to apply if:

  • you already hold a qualification at Level 3 or above in ICT, Software, Web and Telecoms or a similar subject
  • you already hold a qualification at Level 3 or above in Business Administration, Customer Service or a similar subject

What are the benefits?  

How much will I be paid?

You will earn £19,240 a year while training. When you pass your apprenticeship you can apply for a permanent job at the Welsh Government. Within 2 years of starting your apprenticeship you could be earning £22,500. 

You will get 31 days holidays as well as 10 public and privilege days. We offer flexible working arrangements to help you get the right work/life balance. You will also be eligible for membership of the Civil Service Pension Scheme

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