Role
Specification
Customer Support Advisor -
Apprenticeship Role

Join
us!

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.

We are committed to supporting and
promoting the Welsh language and the Welsh
Government’s vision of a truly bilingual Wales.

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

Customer Support Advisor
– Apprenticeship Role

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

Qualifications
/ Experience

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

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

  Job Description Review Date: July 2025

          Salary: £19,240 (£10/hr)