Contact Centre Operative

Salary: £26,695

Location: Cardiff/Newport (Hybrid)

Closing Date: 28/10/2026

Expiry Date: 28/10/2026 23:59

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where your contributions make a real difference? Monmouthshire Building Society is seeking dedicated and enthusiastic Contact Centre Operatives to join our team. This is a fantastic opportunity to play a vital role in ensuring our customers receive the highest standards of service.

What will you be doing?

As a Contact Centre Operative, you will be at the forefront of our customer interactions, providing exceptional service across various communication channels including telephone and digital channels. Your role will involve efficiently managing customer enquiries, resolving issues, and ensuring all customer information is accurately recorded. You will work closely with the Leadership team to embed standards and processes within the department, taking accountability for your own performance and output.

Your key tasks and responsibilities will include:

• Handling inbound and outbound telephone calls, addressing customer queries and providing effective solutions.

• Responding promptly to customer enquiries offering assistance and information.

• Accurately logging and updating customer interactions, ensuring detailed records are maintained.

• Identifying customer needs and taking appropriate action to resolve issues efficiently.

• Maintaining an awareness of the Society’s policies and procedures to ensure best practice in all customer interactions.

• Proactively participating in continuous improvement initiatives, providing feedback on recurring customer issues.

• Collaborating with Risk, Quality, and Compliance teams to ensure adherence to internal and external regulations.

What type of person will you need to be?

To excel in this role, you will need to be a customer-focused individual who is calm under pressure and able to juggle multiple tasks efficiently. You should have excellent communication and interpersonal skills, allowing you to engage effectively with members (our customers) and colleagues alike. A proactive problem-solver, you’ll take ownership of your work, ensuring that customer issues are resolved to the highest standard. You’ll also need to be a team player, eager to collaborate with others to achieve shared goals while being mindful of the Society’s values and standards.

Essential qualifications and experience:

• Experience of delivering excellent customer service

• Experience of working within a busy, dynamic environment

• Strong communication and interpersonal skills, with proficiency in MS Office packages

Desirable:

• Previous experience in a telephony environment

If you’re ready to take the next step in your career and join a supportive team where you can make a real impact, we’d love to hear from you. Apply today and help us continue to provide outstanding service to our valued members.