First Customer Contact jobs

As a Customer Operations Adviser, you will be the first point of contact for CITB customers, delivering friendly, efficient, and solutions-focused support across a range of services.
You’ll play a vital role in creating positive customer experiences—taking ownership of enquiries, resolving issues with confidence, and ensuring every interaction leaves a lasting impression.

You will be responsible for delivering a high standard of customer service, consistently exceeding expectations. Working across multiple channels, you’ll handle enquiries with professionalism and care, ensuring every customer feels heard, valued, and supported. Living the CITB values will be at the heart of everything you do.

Role: Customer Operations Adviser (Transition Team)
Location: Bircham Hybrid (This role is based in Bircham 2-3 days per week). To support Induction and training this role be required to be onsite for the first month, moving to hybrid working at the discretion of the line manager and based on business requirements
Hours of Work: Full-time (35 hours per week) between CITB's normal operating hours of 08:00 to 18:00 unless otherwise agreed
Contract: 12 Month Fixed Term Contract
Grade: TM1
Target Salary: £25,586

What You’ll Be Doing:

Customer Interaction
Be the voice of CITB—responding to customer enquiries via phone, email, and live chat. Take ownership of each interaction, providing a seamless and supportive experience that goes above and beyond expectations.

Service Delivery
Process customer requests accurately and efficiently using CITB systems. Follow clear procedures while working at pace to meet service standards and deliver results customers can rely on.

Quality & Compliance
Ensure every interaction meets quality standards and complies with relevant regulations (including GDPR). Keep accurate records using CRM systems to maintain a clear and consistent customer journey.

Demonstrate CITB Values
Work collaboratively with your team—sharing knowledge, supporting colleagues, and contributing ideas to continuously improve the service we provide.

Any Other Duties
Be flexible and ready to support with additional tasks as required—no two days are the same in a dynamic contact centre environment.

Essential

• Experience in a customer service or contact centre environment
• Strong communication and interpersonal skills
• Ability to work effectively in a fast-paced and multi-channel environment
• Working knowledge of Microsoft Office applications
• A high attention to detail and accuracy
• Commitment to delivering inclusive and respectful customer service
• Good organisational and multi-tasking skills

Desirable

• Working knowledge and experience of CRM systems
• Working within a regulated environment
Recognised customer service qualification

Special Conditions / Other Requirements:

Basic DBS check

Comply with CITB working arrangements policy

For full details, please refer to the Role Profile

What You’ll Get in Return:

• 25 days holiday + bank holidays + 3 days Christmas shutdown
• Generous pension scheme (up to 9% employer contribution)
• Life assurance (4x salary)
• Free onsite parking
• Free onsite gym
• Free onsite lunch and subsidised Costa Coffee
• 2 paid volunteering days per year
• 24/7 GP Services
• Professional development & funded training qualifications
Employee Assistance Programme — because your wellbeing matters

Why Join CITB?

CITB has a clear purpose — to support the construction industry to have the skilled, competent, and inclusive workforce it needs, now and in the future.

Customers are at the heart of everything we do, and our culture of collaboration and empowerment means we work across the industry, and with partners, to deliver positive outcomes with impact. We’re focused on addressing the industry's most pressing challenges — from meeting current demand, to preparing for future skills needs.

Closing Date

Please note that we reserve the right to close the vacancy prior to the stated closing date. Applications will be reviewed on an ongoing basis; therefore, early applications are encouraged to avoid disappointment.

Safer Recruitment

CITB is committed to safeguarding and promoting the welfare of vulnerable adults, children and young people. Candidates must be willing to undergo the requisite pre-employment vetting checks and procedures, including checks with past employers and the Disclosure and Barring Service. A Basic