Bilingual (Welsh/English) - Customer Service OfficerCouncil

Post No. IS1003.19 - Bilingual (Welsh/English) - Customer Service Officer

Customer Service Officer (Welsh Essential)

Based at one of: City Contact Centre / The Information Zone / Main Reception

If you’re a fluent Welsh speaker who enjoys solving problems, providing great customer service and supporting your community, we’d love to hear from you. Our Customer Service Officers play a key role in helping residents get clear advice and practical help, whether that’s in our City Contact Centre, The Information Zone or Main Reception.

This is a busy, people focused role where no two days are the same. You’ll guide customers through their queries, provide accurate information about council services and make sure every interaction feels friendly, respectful and helpful. It’s a great opportunity if you enjoy working with the public, want a stable career in the public sector and like being part of a supportive team.

About the role

You’ll respond to enquiries about a wide range of council services. Most of this will be over the phone, but you’ll also support people face to face. You’ll listen carefully, understand what the customer needs and help them get the right outcome. You’ll also let us know where information could be clearer, so we can keep improving our service.

You’ll work 37 hours a week, Monday to Friday, between 8am and 6pm. On Thursdays, shifts run until 9pm. You will be based at one of our three sites and may work across others depending on service needs. This is a hybrid role that will typically see you working two days a week on site, however this can vary at times in line with the needs of the service.

What we’re looking for

• Fluent Welsh speaker (essential)
• Strong customer service experience
• Clear and confident communication in Welsh and English
• A calm and positive approach when under pressure
• Good teamwork skills and an interest in helping people
• A genuine commitment to providing fair and respectful service

We also welcome applications from people who can speak other community languages such as Urdu, Punjabi, Bengali and Arabic, as this reflects the communities we serve. However, the essential requirement for this post is fluency in Welsh.

What we offer
• A supportive and friendly team
• A chance to make a real difference to residents across Newport
• Ongoing training and development
• A workplace culture based on respect, fairness and teamwork

If you’d like an informal conversation about the role, please contact Tahmina Chowdhury on 01633 656656.

Equality, Welsh Language & Right to Work Statement

We welcome applications for all our jobs in either Welsh or English. An application submitted in Welsh will not be treated less favourably than an application submitted in English.
Newport City Council is committed to working towards its workforce being more representative of the population that we serve and particularly welcomes applications from people from minority ethnic communities represented (or living) in the city. Selection will be made on ability and skills to undertake the role.

Newport City Council is not currently supporting applicants with sponsorship for right to work. In applying for a vacancy, applicants should already have the right to work in the UK.

Our values – Fairness for all, Making a difference, Being responsible, Working together

Ein gwerthoedd – Tegwch i Bawb, Gwneud Gwahaniaeth, Bod yn Gyfrifol, Gweithio gyda’n gilydd

We welcome applications for all our jobs in either Welsh or English. An application submitted in Welsh will not be treated less favourably than an application submitted in English.

Newport City Council is committed to working towards its workforce being more representative of the population that we serve and particularly welcomes applications from people from minority ethnic communities represented (or living) in the city. Selection will be made on ability and skills to undertake the role.

Newport City Council is not currently supporting applicants with sponsorship for right to work. In applying for a vacancy, applicants should already have the right to work in the UK.

Our values – Fairness for all, Making a difference, Being responsible, Working together
Ein gwerthoedd – Ein Gwerthoedd, Tegwch i Bawb, Gwneud Gwahaniaeth, Bod yn Gyfrifol, Gweithio gyda'n gilydd

Position type: Full time