Customer Service Advisor

Customer Service Agent
Location: Cardiff
Salary: £25,000-£28,000 + up to £200 monthly bonus
Working Hours: Full-time, permanent

Yolk Recruitment is working with one of the UK's leading insurance providers to find a driven and customer-focused Customer Service Agent to join their Cardiff-based team. With a strong reputation for putting customers first and providing specialist cover for those with pre-existing medical conditions, this is a company that takes pride in making travel accessible to all.

This is a great opportunity to join a company that genuinely values service, development, and teamwork. If you're someone who thrives in a fast-paced environment, knows how to put customers at ease, and enjoys solving problems with a personal touch, we'd love to hear from you.

What You'll Be Doing

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  You'll provide expert, friendly support to customers-whether it's answering policy questions, resolving queries, or guiding them through claims.
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  You'll listen with empathy and respond with care, making sure each customer feels heard and supported, especially those with more complex needs.
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  You'll take responsibility for each interaction and see it through, no matter how simple or challenging. You'll aim to resolve things first time, every time.
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  You'll be focused on customer satisfaction, first-call resolution, and meeting service targets-without losing the human touch.
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  Full training is provided and regularly refreshed, so you'll stay up to speed on products and services while developing your own career.
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  You'll collaborate with colleagues across the business to make the customer journey as smooth as possible, sharing feedback and suggestions that help improve service.
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  You'll follow FCA and data protection guidelines to the letter, keeping things accurate, secure, and fully above board.

What They're Looking For

• Experience in customer service or a contact centre environment
• Confidence working towards service and sales targets
• Great communication skills and the ability to build rapport quickly
• A calm and professional approach, even under pressure
• Strong multitasking ability and comfort using customer service systems
• A proactive attitude and solution-focused mindset
• A genuine desire to help people and make a positive difference

What You'll Get in Return

• Up to £28,000 basic salary
• Monthly bonus potential of up to £200
• 33 days annual leave, including bank holidays - plus your birthday off
• Health cash plan - company-paid
• Company pension scheme
• Option to buy extra holiday
• Staff discount on travel insurance
• Ongoing product training
• Real career progression opportunities - they promote from within
• A friendly, supportive working environment where your ideas are valued
• Cardiff-based office with good transport links and local amenities