FAQs About The Role

What type of contract is it?

 The contract for the Customer Service Advisor role in our Contact Centre would be offered on a full time permanent basis.

How many hours would I be contracted for?

You will be contracted on an Annualised hours contract. This will guarantee you work 37.5 hours per week over the year, some weeks you will work more or less hours, over the year this will average out to be 37.5 hours per week.

What hours will I work?

Our Contact Centre opening hours are driven by our desire to offer great service to our customer, and we do regularly review these hours in line with customer feedback. As a member of our Contact Centre Team, this means that you will be working to a roster which will be based on our core opening hours – over the course of a month and  will include some early starts, late finishes and weekends

Flexibility is essential; we want to be famous for the service that we deliver to our customers, especially as we know holidays are such an important time of the year. Our Work Force Planning Team are responsible for scheduling all colleagues across the contact centre. You will always receive your roster in advance but it goes without saying, to provide the level of service our customers expect we are flexible and we’ll need you to be too.

Our opening hours are Monday-Friday 9am-7pm, Saturday 9am-6pm & Sunday 10am-5pm. Please note these are our operating hours and not the shifts you will work. You will always be given your rota 4 weeks in advance.

If I’m successful is there any training I would be provided?

If you are successful and join the Swansea Contact Centre Team then you would complete a 5 week induction. During this time we would train you on our products, processes and systems. More information about your induction start date and the course content will be shared with nearer the time.