Customer Service Advisor

The Role

Provide first line support to customer enquiries and customer complaints across telephone, and other channels, working on the demand responsive projects such as Transport for Wales Rail Complaints line, National Rail Enquiries, Rail 2 Refuge, Transport for Wales Rail Passenger Assist and Transport for Wales Rail Reservations, along with supporting other projects as required.

• Responding to customer requests, queries and complaints in an efficient and professional manner via telephone, in line with agreed service level agreements and key performance Indicators, to undertake varied actions depending on customer queries and system requirements.
• Responding 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 customers.
• Complete daily system tasks by consulting the various administration systems to ensure seamless operation of all the telephony service contracts undertaken by Customer Service Advisors.
• Engage with our customers via telephone, email, social media and Live chat providing them with accurate and consistent information regarding the different telephony service contracts to ensure that TfW deliver the highest level of service.
• Engage with our customers by providing email, phone, live chat, social media and face-to-face contact where necessary to ensure TfW deliver the highest level of service across projects.
• Demonstrate a comprehensive understanding of various TfW projects by keeping abreast of changes to ensure that Information is effectively communicated to customers.
• Provide ad-hoc support for other projects by flexibly adapting workload to maintain the highest level of customer satisfaction.
• Respond to calls efficiently by adhering to the service level agreement/key performance indicators (KPIs) to enhance a positive customer experience.

• Fluent Welsh speaker.
• Previous experience working in a customer service environment.
• Experience of using a variety of IT systems.
• Excellent verbal and written communications skills in Welsh and English.
• Familiarity with Microsoft Office software (Including Microsoft Excel).

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

We're changing the way the transport industry looks. By celebrating and embracing differences, we're 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.

We are a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.