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Agored Cymru is a Welsh awarding body for education and training providers in Wales and beyond.
As a registered charity and social enterprise, we are committed to ensuring that learners of all ages and abilities maximise their potential.
Our qualifications are widely recognised, valued and respected by the education sector, training providers and employers.
We offer a wide range of nationally recognised, quality assured, accredited qualifications ranging from Essential Skills to Sustainability.
We have over 30 years of unparalleled experience and expertise in developing qualifications and supporting learning, assessment and quality assurance.
By using innovative and flexible approaches to develop qualifications we support the raising of skills levels across Wales and beyond.
We work with a wide range of organisations to design and develop qualifications, units and resources including:
Welsh Government
Colleges Wales
Further Education Institutions
Local Authorities
National Training Federation Wales
Schools
Third Sector Organisations
NHS Trusts
Higher Education Providers
By promoting and developing products and services to contribute to the ‘tackling poverty’ agenda we aim to increase the positive social impact of our work.
Customer Support Advisor – Apprenticeship Role
Full Time Apprenticeship (FTC 18 months)
Cardiff Office - Full office attendance (Hybrid - 3 days after probation)
Responsible to: Customer Support Manager
As part of your apprenticeship, you may be required to complete Essential Skills Wales (ESW) qualifications, which are a mandatory component of apprenticeships in Wales. These nationally recognised qualifications focus on strengthening your core skills in literacy (English or Welsh), numeracy (Maths), and digital/IT skills, helping you to develop essential, transferable skills that will support both your vocational learning and future employment. You will need to pass these assessments in order to achieve your full apprenticeship.
Apprenticeship Overview
As part of your employment, you will be supported to complete a nationally recognised qualification:
Digital Skills for Business (Agored Cymru Qualification)
The purpose of this qualification suite is to provide you with the digital skills necessary to function effectively in a range of business settings. You will gain practical experience in:
Word processing
Spreadsheet techniques
Effective digital communication
Optional unit in additional work-related digital skills
Entry Requirements:
Must be at least 18 years old
Capability to develop skills at Level 2 or 3, as assessed by the centre
Job Purpose
Work as part of the wider Customer Support Team to deliver internal and external services across all areas of the business.
Role Accountabilities
The key areas of responsibility are to:
1. Provide advice, guidance and support to current and prospective customers:
via telephone, email and in person
monitoring and actioning incoming requests for information via internal platforms
liaising with colleagues to ensure customer queries are addressed and resolved in a timely manner
2. Undertaking administrative duties in relation to:
learner registration
claiming and awarding
certification
Work across internal teams to:
Provide support with additional administrative tasks to Agored Cymru colleagues
Skills / Knowledge
Experience of working in a customer-focused role
Ability to communicate in English and Welsh is desired
Ability to handle confidential information within a business environment
Good IT skills with the ability to learn new packages as appropriate to the role
Experience of managing substantial workloads and conflicting priorities to meet targets and deadlines
Qualifications / Experience
GCSE English or
Welsh (or equivalent)
GCSE Maths (or
equivalent)
Personal Specification Criteria
Ability to plan and organise own workload
Ability to work accurately, with close attention to detail, within Agored Cymru service standards
Ability to work independently and as a member of a team
Commitment to internal and external customer service
Other Requirements
Ability to operate through the medium of Welsh is highly desirable.
Willingness to travel across Wales including some overnight stays
A full driving licence is desirable