Customer Service Support Officer

Cardiff, UK

Creating Safer Workplaces for Everyone.

We want to create a better working world by building a global network of responsible buyers and suppliers. Alcumus SafeContractor takes the pain out of compliance for over 50,000 organisations globally, helping them protect their people, their operations, and the planet. We support our network of hiring clients, suppliers, and contractors by keeping them compliant with the standards that matter most, from health and safety and sustainability to ethical behaviour.

As a Customer Service Support Officer (Known internally as Technical Support Officer) at Alcumus, you'll support the Audit Services team in the completion of desktop assessments of registered customer's accreditation documentation, and will provide technical support via phone and email to customers ensuring a first-class customer experience!

You will work across our SafeContractor product which provides UKAS accredited, contractor accreditation services to the contractor market. The SafeContractor product ensures that contractors meet the necessary requirements around health and safety, equal opportunities, diversity and environmental management practices - all in one plan!

You'll receive full onboarding and training as well as support to gain health and safety specific qualifications that are required for this role.

This role is based in our office in Cardiff and will require 3 days a week working from the office. 

What that means day to day

  • Complete pre-audit checks on customer information to ensure a minimum standard has been demonstrated before it progresses to the full audit.
  • Working through a number of pre-audit checks of customer's information to ensure everything required is collated.
  • Providing feedback to customers and collating any missing required information for the pre-audit checks.
  • Support customers with areas of improvement where more information is needed in order to pass the audit and become accredited.
  • Provide health and safety advice and guidance to customers (full training provided).

What you’ll need to be successful

Customer service, administrative experience and attention to detail are the most important skills for this role; you will spend a lot of time liaising with customers and verifying documentation ahead of the full audit cycle. The ability to demonstrate consistency in applying quality processes and standards and the ability to identify discrepancies will also be required.

You will need to be confident in handling customer enquiries via telephone and email and will need to demonstrate a good standard of written English also.

Our Customer Service Support Officers (Technical Support Officers) work as part of a close-knit team so it is important for you to be a team player, working well within a team setting and able to work towards a common objective with your peers.

You may have some experience, or even an interest in health and safety or compliance, although this is not essential.

What you'll get in return

Alcumus has a hybrid workplace policy, where you will work from the office 3 days per week. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer:

Personal Health & Wellbeing / Benefits

>🍼 Enhanced Parental Leave 

>🌴Generous annual leave

>💰 Achievable Bonus

>🏥 Healthcare Plan

>💟 Annual Giving Day – an extra day to give back to yourself or your community

>🚲 Cycle-to-work Scheme 

 Future Planning

>💰Pension scheme with employer contributions 

>🧬 Life Assurance – 3X base salary

>💸 Rewards Program – access to discounts and cashback  

>🏫 LinkedIn Learning License for upskilling & development 

Interested but don’t feel you meet all the requirements? 

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we do consider where an individual might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!

Bring Your Whole Self to Work.

Alcumus is proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

What you can expect if you apply: 

  • An initial discovery call with the recruiter
  • A first stage interview via Microsoft Teams 
  • Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.


  • Reporting To: Technical Team Manager
  • Employment Type: full_time