Customer Experience Advisor

The Role

Provide first line support to customer enquiries and complaints across telephone, email and other channels supporting projects such as fflecsi, Concessionary Travel Cards, Transport for Wales Passenger Assist along with supporting other projects as required and where contracts are secured.

• Support the successful operation of the Contact Centre by providing first line telephone support along with email and social media channel support to customers by undertaking varied actions in line with our projects.
• Respond to customer queries (inbound and outbound) and complaints by communicating via telephone, live chat, email and social media to resolve issues in a timely manner ensuring a high‑quality service to our customer. Provide accurate and consistent information in response to queries/complaints to deliver the highest level of service across all contracts managed by the Contact Centre.
• Complete daily administrative tasks on various systems to ensure seamless operation of all the telephony service contracts undertaken by the Customer Experience Advisors. Use the CRM system to respond to customer emails in a professional and timely manner.
• Demonstrate a comprehensive understanding of various TfW projects by keeping abreast of changes to ensure that information is effectively communicated to customers.
• Use initiative to inform customers of any potential changes, gaining insight by building relationships with various internal and external stakeholders to ensure a positive end‑to‑end customer experience.
• Provide ad‑hoc support to other projects as needed by flexibly adapting workload to maintain the highest level of customer satisfaction.
• Respond to high volumes of calls/emails efficiently by adhering to the service level agreement/key performance indicators (KPIs) to enhance a positive customer experience.

• Fluent Welsh language skills, including reading, writing, speaking and understanding.
• Previous experience working in a customer service role.
• Experience of using a variety of IT systems and familiarity with Microsoft Office software (including Microsoft Excel).
• Experience handling high volumes of customer queries and complaints.
• Experience of communicating to customers through email channels.

Welsh language skills are an essential requirement for this role. TfW supports anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.

We are an equal opportunity employer and are committed to diversity and inclusion across all aspects of the recruitment process and employment.