Customer Service Agent

Welsh Government
Future Group Imperial House Newport NP10 8UH
Apprenticeship rates
Closing date
24 Sep 2021

View more

Sales / Customer Service
Role Type
Apprenticeship, Intermediate

Job Details

About the apprenticeship


Working in customer service is an opportunity to live and breathe the customers' needs and ensure an amazing experience for them. You'll have a really important role within the business and will be able to influence how we do things and the service that our customers receive; who better to make these suggestions than you as the person who speaks day in day out to our customers?

When you join us, you'll build your knowledge on our products and services through our comprehensive training in order to help our customers with any problems they're having and you will have the support of the wider customer service, complaints and quality assurance teams.

We're one team where everyone's ideas matter, if we spot a problem, we solve it. It's this culture that makes things better for our customers.

As a Customer Service Agent you will ensure that we are able to keep our customers on the best energy 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

We're Future, we are a company of over 2500 colleagues, dotted across the globe! We have offices in South Wales, Bath, London, US and Australia! Our business is ultimately a global platform for intent-led specialist media, which is underpinned by technology and enabled by data.

So where does customer service come into this?

We have a total of 246 brands within the Future family, which includes GoCompare and Look After My Bills which are both brands that offer services directly to customers. We engage with our customers for these brands to resolve queries and answer questions. Your role will primarily be to support our customers from Look After My Bills which is a market-leading automated savings service which switches customers onto the cheapest energy deal each year; you may be familiar with us from Dragon's Den!

Customers typically contact us with questions about their current energy provider or energy tariff, or a question to do with their autoswitch which happens on a yearly basis - but don't worry too much about that for now as our dedicated training team will teach you everything you need to know across our 4 week training schedule.



We can teach you everything you need to know!

Most of your time will be spent talking to our customers over the phone so you will need to be comfortable with building rapport and managing conversations with people, also a lot of what you do will be based around working from a computer so you'll need good IT literacy and be familiar with the basics of emails, word processing and updating documents. Other skills which will be useful are problem solving skills and adaptability to be able to cater to different customers needs.


No minimum requirements.


Welsh Spoken Skills: No Welsh Written Skills: No

Course details

Customer Service Level 2

About the employer

Future Group Imperial House

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 candidate 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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