Welsh‑English Bilingual Customer Service Advisor – Discretionary Welfare Fund Grant & Emergency Payment Processing Specialist

About arenaflex – Empowering Communities Through Innovative Public Service Solutions

arenaflex is a leading technology and service provider dedicated to delivering impactful solutions for government agencies, health services, emergency responders, and community organisations across the United Kingdom. Our mission is to harness the power of data, digital platforms, and compassionate people to streamline welfare assistance, accelerate emergency response, and improve the quality of life for citizens in need. With a workforce of over 3,000 professionals, arenaflex combines cutting‑edge software with a deep commitment to public good, ensuring that every interaction we have makes a tangible difference.

Why This Role Matters

The Discretionary Assistance Fund (DAF) is a vital safety net administered on behalf of the Welsh Government. It provides cash grants, emergency payments, and essential household items to individuals experiencing financial hardship. As a Welsh‑Speaking Customer Service Advisor, you will be the first point of contact for applicants, guiding them through the application journey, verifying eligibility, and ensuring that support reaches those who need it most—quickly, accurately, and with empathy.

Key Responsibilities

• Application Processing: Receive, review, and process emergency payment and individual assistance grant applications submitted via phone, email, online portal, or post.
• Data Management: Enter applicant information into the arenaflex system, maintain meticulous records, and ensure data integrity in a fast‑paced office environment.
• Eligibility Verification: Conduct thorough eligibility checks, liaising directly with applicants and consulting additional sources to confirm entitlement against legislative criteria.
• Customer Interaction: Deliver outstanding service in both Welsh and English, answering queries, providing guidance, and resolving concerns with professionalism and cultural sensitivity.
• Compliance & Quality Assurance: Adhere to the Processing Services Customer Charter, follow all regulatory requirements, and uphold the highest standards of confidentiality and data protection.
• Team Collaboration: Work closely with the Service Manager and fellow advisors to meet performance targets, share best practices, and contribute to continuous improvement initiatives.
• Correspondence Management: Handle inbound and outbound communications—telephone calls, emails, and letters—related to local welfare provision, ensuring timely and accurate responses.
• Contract Delivery: Act as a key deliverer of the DAF contract, supporting arenaflex’s commitment to delivering measurable outcomes for the Welsh Government.

Essential Qualifications

• Fluent conversational level in Welsh (spoken and written) and strong command of English.
• Previous experience in a customer‑facing role, preferably within a public sector or welfare context.
• Demonstrated ability to interpret and apply legislation, policy guidelines, and eligibility criteria.
• Proficiency with data entry systems and the ability to learn new software platforms quickly.
• Excellent communication skills, with a focus on empathy, active listening, and clear articulation.
• Legal right to work in the United Kingdom and willingness to provide necessary documentation.

Preferred Qualifications & Experience

• Experience processing financial assistance, grants, or social welfare benefits.
• Knowledge of Welsh Government welfare programmes and statutory frameworks.
• Prior exposure to CRM or case‑management systems similar to the arenaflex platform.
• Certification in customer service excellence or related fields.
• Understanding of data protection regulations (GDPR) and best practices in information security.

Core Skills & Competencies

• Analytical Thinking: Ability to assess complex information, identify discrepancies, and make sound decisions based on policy.
• Organisational Agility: Manage multiple applications simultaneously while meeting strict deadlines.
• Interpersonal Skills: Build rapport with applicants from diverse backgrounds, demonstrating cultural awareness and respect.
• Problem‑Solving: Resolve issues proactively, escalating when necessary, and ensuring a smooth applicant experience.
• Technology Savvy: Comfortable navigating digital tools, online portals, and internal databases.
• Team Spirit: Contribute positively to a collaborative environment, sharing insights and supporting colleagues.

Career Development & Learning Opportunities

arenaflex invests heavily in the growth of its people. As a member of our team, you will have access to:

• Structured onboarding and mentorship programmes to accelerate your proficiency in welfare processing.
• Continuous professional development through LinkedIn Learning, offering over 15,000 courses ranging from advanced data analysis to leadership training.
• Opportunities to cross‑train in related departments such as policy analysis, digital transformation, and stakeholder engagement.
• Clear pathways for progression to senior advisory, team lead, or specialist roles within the public‑service portfolio.
• Regular performance reviews that focus on personal development goals and career aspirations.

Work Environment & Culture at arenaflex

Our offices in Wrexham are designed to foster collaboration, wellbeing, and flexibility. You will find:

• A supportive, inclusive culture that celebrates linguistic diversity and encourages the use of Welsh in everyday interactions.
• Hybrid working options that balance on‑site teamwork with remote productivity.
• Employee resource groups focused on community outreach, sustainability, and mental health.
• Regular team‑building events, wellness workshops, and recognition programmes that highlight individual and collective achievements.

Compensation, Perks & Benefits

arenaflex offers a competitive remuneration package designed to reward dedication and performance:

• Above‑average pension scheme with employer contributions up to 8.5% of salary.
• Private medical cover funded by arenaflex for employees, with optional family add‑on.
• 25 days of paid holiday, plus the flexibility to buy or sell days to suit personal needs.
• Four‑times basic salary life assurance cover, with the option to increase coverage.
• Flexible benefits catalogue allowing you to tailor perks such as childcare vouchers, travel cards, or wellness subscriptions.
• Access to a comprehensive learning platform (LinkedIn Learning) at no cost.
• Employee assistance programmes, including confidential counseling and financial advice services.

Additional Information & Requirements

• All candidates must demonstrate a pre‑existing right to work and travel within the UK; documentary evidence will be required.
• Offers are contingent upon satisfactory vetting, references, and occupational health checks.
• A Disclosure Barring Service (DBS) check may be required depending on the nature of the role.
• arenaflex is an equal‑opportunity employer. We welcome applications from all communities and are committed to providing reasonable adjustments throughout the recruitment process.

Join arenaflex – Make a Real Difference

If you are passionate about helping vulnerable individuals, thrive in a bilingual environment, and want to be part of a forward‑thinking organisation that values both technology and humanity, we want to hear from you. Apply today and become a vital part of arenaflex’s mission to deliver swift, compassionate support to those who need it most.

Discover more about arenaflex and our impact at www.arenaflex.com.

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