Customer Service Advisor
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Deliver Support for Government Digital Services at HGS
As a Welsh Speaking Customer Service Advisor at HGS, working within the government Digital Services you will be dedicated to providing exceptional customer service in resolving queries and addressing concerns. You will handle a variety of communication channels, such as inbound calls, emails, and webchat, with precision and a keen eye for detail. We'll also count on you to handle complex issues, like enquiries about the Gov.UK OneLogin Account (Government Online Access account for all Government Accounts), and to know when to escalate to the right teams. In addition to being data and tech-savvy, you will showcase your emotional intelligence by being supportive of those who may be vulnerable, have safeguarding concerns, or just need a little extra help, always ensuring every customer feels valued and protected. You will collaborate seamlessly with colleagues to deliver consistently high-quality service in our dynamic contact centre environment.
HGS enables a Coaching Culture: HGS is dedicates to fostering a coaching culture where continuous learning and development are integral to everyday life. Our coaching culture empowers employees to achieve their full potential with support from colleagues, managers, and mentors, through feedback mentorship and diverse learning opportunities. If you are passionate about growth for both yourself and others, HGS offers the ideal platform to build your career and thrive in an environment focused on development and collaboration.
Key Responsibilities:
- Deliver high‑quality customer service across any all channels of service
- Resolve customer enquiries at first point of contact wherever possible.
- Handle interactions across calls, email, and webchat channels.
- Take ownership of cases and maintain accurate system records.
- Support customers with complex digital and account‑related enquiries.
Core Knowledge Requirements:
- Customer service or contact centre experience.
- Strong verbal and written communication skills.
- Demonstrated emotional intelligence and ability to support diverse customer needs.
- Awareness of safeguarding and vulnerability considerations.
- Ability to adapt to change and collaborate effectively within a team.
- Willingness to undergo government security clearance checks, including BPSS and potentially SC or CTC.
Technical Skill Requirements:
- Confident IT literacy, including use of Microsoft Office applications.
- Ability to navigate multiple systems simultaneously with accuracy.
- Strong data capture and case documentation skills.
- Educated to GCSE / O‑Level standard (or equivalent).
- Fluent in Welsh and English