Job Description

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 a Customer Care Advisor to join our team and 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 who have exceptional communication skills, are comfortable with handling objections, and are dedicated to quality service. If you're passionate about making a difference through excellent 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 in 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).
This is a full-time role with a rotating shift pattern between 8-6, including occasional weekends; however, we would also consider part-time applicants with the right experience.

What you'll be doing...

As a Customer Care Advisor at Ogi, 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 more information and a confidential chat, even if you don't tick all the requirements but think you'd be a good fit.

At Ogi, we're proud to be a Disability Confident Employer and celebrate different perspectives. We're committed to creating an inclusive environment where everyone can thrive, and to an accessible and inclusive recruitment process. If you require any reasonable adjustments or support during your application, interview, or assessment stages, such as alternative formats, additional time, or specific communication needs, please don't hesitate to let us know. We want to ensure everyone has a fair chance to show what they can bring to the role.

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.

Job Type: Full-time

Pay: 24,580.00 per year

Benefits:

Work from home
Work Location: In person