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• Cardiff

• Commercial

• Fixed Term

There are 4 roles on offer, all offering a competitive salary, hybrid working (1 day per week in the Cardiff office) , 28 days holiday a year plus Bank Holidays and a fantastic pension scheme offering 6% in year one (and 11% after this).

35-hour working week between the hours of 8.00am - 8.00pm Monday to Friday and 9.00am - 5.00pm on a Saturday and Sunday. Weekend working is from home and rotation is minimum of 1 in 4 with time off during the week when you work a weekend.

Salary: £27,000 per annum FTE (actual for 9 months is £20,250) plus *bonus

Total Package: £27,000 per annum, made up of a salary of £25,000 and an allowance of £2,000 per annum. 

The £2,000 allowance is related to working the shift operating hours shifts across Saturdays and Sundays until 5pm and weekdays until 8pm and is not pensionable. If you are no longer required to work the weekday evening shift (up to 8pm) and the full weekend shift (9am-5pm Saturday and Sunday), this payment will cease.

*Bonus: We have a discretionary (non-contractual) commission scheme which is subject to change. The current scheme means you can also earn up to an additional £3,000 commission per annum.

 About the role

As a Member Services Adviser, your role involves supporting our members across multiple channels, including voice, live chat, email, WhatsApp, and Messenger, requiring confidence and adaptability to navigate them seamlessly. You'll provide first-class advice on a wide range of topics, from product reviews and buying guidance to lifestyle services and campaign updates. A key part of the role is identifying members' needs, upselling suitable products or services, and confidently retaining memberships.

Additionally, you'll play a vital role in assisting vulnerable members, offering tailored guidance to help them access and enjoy our products and services effectively. This is a dynamic role where exceptional customer service and strong sales skills go hand in hand to ensure a positive member experience every day.

Key responsibilities include: 

• Deliver Exceptional Customer Service:Provide a consistently high standard of personalised support to both new and existing members across various channels, including telephony, email, live chat, and social media. Take ownership of the entire customer journey, from simple enquiries to resolving complaints.
• Meet and Exceed Sales Targets:Achieve individual and team targets through upselling, cross-selling, and retaining members. Focus on conversion rates, loyalty offerings, and proactive engagement with members at risk of cancellation or with lapsed subscriptions.
• Support Vulnerable Members:Offer tailored guidance and assistance to members requiring additional support, ensuring they can fully benefit from Which? products and services.
• Maintain Accurate Records:Record and manage member data effectively, ensuring compliance with GDPR legislation and other service requirements.
• Develop Knowledge and Skills: Take responsibility for your personal growth and performance by participating in coaching sessions, side-by-side feedback, and 1:1 meetings. Maintain a strong understanding of Which? products and services to continuously improve service delivery.

About you:

We're looking for someone who shares our passion for delivering first-class customer service, with the ability to build rapport and develop strong relationships with customers. The ideal candidate will have experience working in a customer service environment, preferably in an office or contact centre setting, and a proven track record of meeting sales and service targets within agreed SLAs. However, if you have transferable customer service skills from a different setting, we'd still love to hear from you.

You'll thrive in a busy team environment, interacting with customers across a range of channels, including telephony, email, live chat, and social media. Experience using various technology platforms is an advantage. Excellent written and verbal communication skills are essential, as is the ability to adapt your style to suit different audiences.

Benefits

 We also have these benefits for you to consider: 

• 35 hour working week
• Generous 28 days holiday a year plus Bank Holidays & Option to buy additional days*
• Award winning pension scheme – when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service.)
• Discount site Sodexo which offers large %% off every day shopping and holidays
• Annual Award (depending on employee and company performance)
• Healthcare insurance & Private medical insurance and opportunity to participate in Vitality rewards programme (at 6 months)
• A discretionary death in service benefit provision equivalent to six times your annual salary
• Free access to Which? member content and free access to Which? money and legal helplines
• Work from (almost) anywhere” for 4 weeks of the year policy

The interview process for this role involves:-

An initial screening call of 30 minutes with a hiring manager 

Assessment Day (if successful at screening call)

A 2 hour assessment that includes an interview focusing on your skills and experience, a role-play scenario and a team exercise.

Assessment will take place at our Cardiff Office 3 Capital Quarter, Tyndall Street, Cardiff, CF10 4BZ. 

Available slots:

Wednesday October 15th 2025:

• 10 AM – 12PM
• 1 PM – 3 PM

If you are shortlisted, you will receive a follow-up email with instructions on how to select your preferred date and time. 

Successful candidates will be required to attend our Cardiff office during their training and onboarding period before moving to hybrid working. This could take around 4 weeks to complete.

About Which?

We promote a great work-life balance (all our roles are now hybrid), offering flexible working options in addition to a full time working week (35 hours) e.g. part time or job shares where possible. If you wish to discuss any of these options, please contact the Resourcing team at resourcing@which.co.uk

Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. Read all about us on our website.

At Which? we value diversity and we're committed to creating an inclusive culture where everyone is able to be themselves and to reach their full potential. We are proud that we are in the ‘Top 25 Inclusive Employers' List and currently ranking 3rd.

We want to receive applications from everyone. We believe that a diverse workforce helps us to understand and create a positive impact for consumers.

As a Disability Confident Leader, we ensure that everyone can apply and be part of our recruitment processes and so we'll make reasonable adjustments if you need them - just let us know when you apply. If you need assistance with applying (i.e., would like to apply by phone or post), email recruitment@which.co.uk.  Find out more about the Disability Confident Interview Scheme here.

Please note you must meet the essential criteria listed within the Role Profile, to have your application reviewed and we reserve the right to withdraw this advert at any given time due to the number of applications received.

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