Customer Services Assistant / Cynorthwyydd Gwasanaethau Cwsmer

The National Lottery Heritage Fund

As the largest funder for the UK’s heritage, our vision is for heritage to be valued, cared for and sustained for everyone, now and in the future.

We believe in the power of heritage to ignite the imagination, offer joy and inspiration, and to build pride in place and connection to past.

Our mission is to use our expertise to support and champion the UK’s heritage and demonstrate the transformative potential of National Lottery funding through delivering our new strategy Heritage 2033. We ensure that money from The National Lottery makes a decisive difference for people, places and communities.

We are currently recruiting for a full time Customer Services Assistant on a permanent contract based in either our Cardiff, Leeds or Manchester Office (Hybrid Working).

This is a hands-on customer service role and everything you do will be focused on the customer experience. You will support the Heritage Fund’s bilingual service across the UK, assisting customers who conduct their business in English and Welsh. Day to day, you will be responding to telephone and email enquiries and providing support to a diverse range of applicants and grantees with differing needs. You will provide accurate information and handle concerns and complaints in a professional and timely manner.

Our ideal candidate will demonstrate exceptional customer service skills. A working knowledge of the Welsh Language (both written and spoken), or a genuine commitment to learn the Welsh Language, is desirable. In addition, they will possess good IT skills and a track record of using initiative, managing multiple tasks and working in collaboration. They may have experience of working in a similar role or looking to build on existing customer service work experience and taking their personal skills to the next level.

Applications close on 10 August 2026 at 23:59.
Interviews are expected to take place on 2 September 2026.