MEWNOL - INTERNAL

Customer Solutions Officer
Salary:
Contract type:

£25,245 - £27,960 per annum (Grade 4)
Full-time (36.5 hours per week), Fixed term for 12 months

The challenge
At WJEC, we contribute to our education communities by providing trusted qualifications and
specialist support, to allow our learners the opportunity to reach their full potential. This is a
fantastic chance to be part of an organisation that both encourages and enhances the minds of
tomorrow.

The role
The post holder will provide excellent customer service through a variety of communication
channels, contributing to the delivery of a wide range of customer focused services. The post-holder
will be expected to provide a friendly front of house/ reception service both remotely and in the
office

About you
To thrive in this role, you will be a friendly, self-motivated, and conscientious person who enjoys
working flexibly with team members and colleagues across WJEC. You will have an organised,
proactive approach to work, combined with a high level of accuracy and attention to detail.
You will be an excellent communicator and have the skills and the ability to support others through a
variety of communication methods.

Benefits
At WJEC, we pride in being an inclusive and supportive place to work. We also offer a range of
excellent benefits including: 25 days annual leave per year (in addition to 16 statutory / additional
holidays), free Welsh lessons, a competitive pension scheme and numerous family friendly policies.
A career with WJEC can be extremely rewarding and you will be encouraged throughout with great
opportunities to develop your professional and personal skills.

If you would like to know more about this role, or about working at WJEC, please do not hesitate to
contact our HR team (HR@wjec.co.uk), who will be more than happy to help.

Please visit our website to download a copy of the job description and application form.

Closing date: 23:59, Wednesday 26 November 2025

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JOB DESCRIPTION

Job title

Department:

Section:

Customer Solutions Officer

Operations

Customer Excellence

Responsible to:

Customer Solutions Manager

Grade:

Location:

Main purpose of Job:

4

Hybrid: Western Avenue / Home based

As a Customer Solutions Officer, you will deliver outstanding customer service by effectively handling and
resolving customer contact across various channels, including (but not limited to) visitors to reception,
inbound calls, and emails. Acting as the first point of contact for many customers, you will utilise and build
your knowledge and skills to address general enquiries, ensuring customers are directed appropriately for
swift resolution. You will also be responsible for keeping accurate and timely records around customer
interactions as directed.

Principal Duties and Responsibilities:

Customer Service, Support & Telephony

•  Answer all incoming customer contact, both in the office and remotely, providing guidance to

customers and escalating queries to relevant business areas, when necessary, this includes but not
limited to calls, emails and face-to-face queries.

•  Where skills exist, aim to resolve generalist enquiries at the first point of contact, only transferring

calls elsewhere when necessary.

•  Support the data capture around our customer contact, ensuring systems are updated with full and

•

accurate information as directed.
Identify calling trends and liaise with business areas to enhance customer relations, such as
suggesting updates to the website or social media platforms.

Reception Services

•  Offer a professional front-of-house service to internal and external stakeholders.
•  Provide site-specific advice to visitors and issue access passes while maintaining accurate records

for audits.

•  Sort, scan and distribute all incoming mail, including the delivery of such items internally within the

building

Author: Line Manager

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Other

•  Contribute to cross-functional meetings and projects.
•  To understand and comply with all WJEC policies and procedures detailed in the Staff Handbook; in

particular, ensuring you understand your role and responsibilities in relation to Safeguarding,
Information Security, GDPR, Confidentiality, Welsh language and Health, Safety and Environment.
•  Participate actively in supporting the principles and practice of equality of opportunity as laid down in

WJEC’s Equality & Diversity Policy, embedding ED&I into all projects, policies and practices.

•  To be a pro-active team-member, contributing positively to meetings and projects in support of WJEC

aims and objectives.

•  To engage in personal and professional development activities relevant to the role.
•  To undertake other duties, as required, which are commensurate with the grade of the post.

Author: Line Manager

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Person Specification

Job title:

Customer Solutions Officer

Department:

Operations

Highly Desirable criteria are the optimum skills and experience the applicant will ideally have.  Desirable
criteria are those which would add value to the job if present, and also include potential for growth and
development into the role.

Skills and Abilities

Highly desirable

•  Excellent  communication  skills,  both  oral  and  written,  to  handle  enquiries  tactfully  and  efficiently,

whilst maintaining confidentiality.

•  Competent IT skills covering Microsoft applications including Teams
•  An excellent eye for detail, with the ability to carry out a range of administrative tasks accurately and

within a timely manner

•  Ability to work well independently and occasionally remotely as part of a team, with a flexible and pro-

active approach to work

•  Ability to work through the medium of Welsh both in writing and orally*

Knowledge

Highly desirable

•  Knowledge of how to plan and organise your workload, both an office environment and whilst working

remotely

•  Understanding of industry environmental good practice and principles

Desirable

•  Ability to work through the medium of Welsh

Experience

Highly desirable

•  Previous experience working in a customer-facing role, resolving queries from a range of external

customers in a polite and professional manner.

•  Experience of dealing effectively with people at all levels by the telephone, in person and via e-mail
•  Experience in managing multiple and varied tasks, with the ability to complete them within set

timeframes

Training / Qualifications

Highly desirable

•  A level or equivalent qualification or professional experience

Desirable

•  A desire to complete training leading towards the attainment of a relevant approved Facilities

management qualification.

Author: Line Manager

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Telerau ac Amodau Gwasanaeth

Terms and Conditions of Service

Teitl y Swydd:
Job Title:

Swyddog Datrysiadau Cwsmeriaid / Customer Solutions Officer

Cyflog:
Salary:

£25,245 - £27,960 y
flwyddyn/ per annum

Gradd:
Grade:

4

Gwyliau Blynyddol:

25 Diwrnod y flwyddyn.  Mae CBAC yn caniatáu 16 o ddyddiau statudol/ychwanegol o
wyliau yn ogystal ar hyn o bryd.

Annual Leave:

25 Days per annum.  In addition, the WJEC currently allows 16 statutory / additional
holidays

Pensiwn:

Gweithredir darpariaeth y Ddeddf Bensiwn Llywodraeth Leol

Pension:

The provision of the Local Government Superannuation Act apply

Math o Gytundeb:

Contract Type:

  Llawn-amser / Full Time

  Rhan-amser / Part Time

  Llawn-amser Tymor Cyfyngedig / Full Time

      Limited Term

  Rhan-amser Tymor Cyfyngedig / Part Time

       Limited Term

Nifer yr oriau yr wythnos
No of hrs per week
Diwedd y Tymor
End of Term
Diwedd y Tymor
End of Term

Nifer yr oriau yr wythnos
No of hrs per week

12 mis / months

36.5

Dull Ymgeisio:

Method of Application:

Dylid anfon ffurflenni wedi’u llenwi ar e-bost at ad@cbac.co.uk erbyn 23:59, dydd Mercher 26 Tachwedd 2025.

Completed forms should be sent by email to hr@wjec.co.uk by 23:59, Wednesday 26 November 2025.

Author: Line Manager

Version: 10/2025