Customer Relations Assistant

The Role

The Customer Relations Assistant performs an integral multifunctional role within the Customer Relations function, providing efficient administration support including organising, processing and monitoring all channels of communication as well as supporting the management team with the preparation of reports and data analysis.

• Provide a high-quality Customer Relations service, by professionally addressing complaints, queries and feedback from customers via a range of contact methods to resolve customer queries promptly.
• Process customer queries by recording information about customers, cases, and contact reasons into the CRM system, to ensure all data captured is both complete and accurate.
• Produce quality written responses to all customer contacts by complying with our regulatory timescales, Complaint Handling procedures and internal guidelines to ensure the output of replies to customers meets internal quality guidelines regarding content and tone.
• Process delay repay claims on our Delay Repay system by using a range of contact methods and our CRM systems, ensuring that each claim is processed in line with our Passenger Charter.

• High standard of written and verbal communication
• Proficient computer and word processing skills with Microsoft Office
• Excellent organisational skills
• Ability to provide a consistent high-quality service to all customers

While not essential for this role, Welsh language skills would make a great addition to your application. TfW supports anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding for attendance at local community courses.

We are changing the way the transport industry looks. By celebrating and embracing differences, we are building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels.