Customer Care Advisor

Customer Care Agents (x5) – £24,000 – Cardiff (Hybrid) Ogi is a leading Welsh telco with big ambitions. We’re a network builder and operator bringing full-fibre services to communities across South Wales. Our Ogi Pro brand provides everything from telephony to managed IT services, alongside our high-capacity wholesale network that spans the M4 corridor. Backed by multimillion-pound private investment, we’re proud to be an employer of choice in Wales, creating hundreds of jobs across four offices. Join a purpose-driven team with a culture rooted in innovation that’s shaping Wales’s digital future! We’re looking for five new Advisors across our Residential Customer and Billing teams who can provide outstanding service at every stage of our customers’ relationship with Ogi. ​​​About you… If you’re naturally empathetic, a great listener and have a background in a customer-focused role, we’d love to talk to you! Whether you're an experienced customer service professional or a real people person with a willingness to learn, we encourage you to apply. We’re looking for people with exceptional communication skills, comfortable with handling objections, and dedicated to quality service. If you're passionate about making a difference through exceptional customer care, join our team to help bring Ogi’s products to life! We’re especially interested in candidates who: * Build rapport naturally and enjoy problem-solving. * Have delivered first-class customer service across multiple channels (e.g., phone, social media, online). * Are confident handling objections and creating positive outcomes. * Demonstrate strong written and verbal communication skills. * Bring patience, empathy, and a calm presence to all customer interactions. * Can speak Welsh (a bonus but not required). You’ll be working in a rotating shift pattern from 8-6, including occasional weekends. What you’ll be doing… As a Customer Care Advisor at Ogi working on either our Residential Care or Billing Teams, you’ll be part of a growing, experienced, and passionate company focused on ensuring every customer experience is positive. You’ll receive training to handle emerging customer issues, tackle complex cases, and maintain high standards across all interactions. We aim to be champions for the communities and customers we serve, always putting the customer first. Some of your responsibilities will include: * Delivering top-tier customer service, collaborating with teams across the business to create a seamless experience * Delivering proactive and reactive customer support across various channels. * Resolving customer issues with a focus on first-time resolution and maintaining accurate records. * Supporting social media engagement and handling customer inquiries online. * Working closely with internal teams to ensure a seamless customer experience and contribute insights to shape ongoing improvements. Next Steps? Please get in touch for a confidential chat. If you don't consider yourself ticking all the requirements but think you'd be a good fit for us, feel free to message us for a chat too. By applying to this advert, you are giving Ogi the authority to hold and process your data in line with our privacy policy, which can be found on our website