BSL Customer Service Advisor

BSL Customer Service Advisor
  • Full Time
  • Cardiff

Hours: 37.5 per week excluding breaks
Salary: Up to £20,000 starting salary


The Customer Service Advisor is required to provide an exceptional level of advice services to Deaf BSL users in British Sign Language.

You will be required to:

• Understand, support and advise customers requiring a wide range of information, advice and guidance
• To provide a multi-channel support service with integrity, professionalism and adhering to all relevant process, procedures and legislation
• Comply with the expectations of customers
• Ensure they are consistently achieving or exceeding Service Level Agreements (SLA’s)

Main duties and responsibilities

•Provision of multi-channel information services through video in British Sign Language
•Provision of accurate, meaningful and consistent information to support to our customers
•Be patient and empathise with the user’s situation and convey a genuine desire to help and support
•Maintain the Customer Records Management (CRM) system through accurate data input and record keeping, constantly keeping data integrity as a core priority
•Maintain absolute confidentiality at all times
•Work with colleagues to ensure the highest level of customer satisfaction
•Ensure continuous service improvement, initiating, and responding to change in a positive manner
•To undertake effective research on a range of topics to fit with deadlines
•Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required to include but not limited to PCI, GDPR, ISO 27001, 9001 and 14001

Skills and experience

•Ideally experience of delivering a service which provided a supporting role
•Native British Sign Language User
•Ability to communicate effectively in British Sign Language using Video
•Working as part of a team
•Researching, collecting and recording data evidence
•IT literate with full working knowledge of MS Office Suite and use of windows-based databases
•Planning and co-ordinating own workload
•Excellent communication and interpersonal skills
•Strong decision-making abilities
•Ability to empathise with people at all levels
•Ability to manage and resolve complaints
•Emotional resilience.

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