Customer Relations Assistant cynorthwy-ydd

3 months ago

Pontypridd, United Kingdom Transport for Wales Full time

**Customer Relations Assistant**

**Please note: this is a 5-12 week fixed-term contract**
**Salary: £10.90 per hour**
**Working hours: Flexible hours, 20 hours per week to full-time**

**Equal Opportunities**

At Transport for Wales we value diversity. It makes us stronger, helps us understand our customers better, make better decisions and be more innovative. Everyone’s different and has their own perspective so we’re building a diverse team that mirrors the communities we serve. Through this we’re determined to be one of Wales' leading inclusive employers. We’re creating an inclusive transport network that everyone in Wales can be proud of.

**What We’re Looking For**

We’re looking for several Customer Relations Assistant who are immediately available to join our Customer Relations Team for five to twelve weeks ensuring all customer correspondence is handled within the prescribed timescales to achieve and maintain a high standard of responses to all customer enquiries.

We’re offering a range of hours and flexible working arrangements, from 20 hours per week to full-time, which may include weekend working, providing you with great flexibility to your working week.

**Role responsibilities**
- Record information about customers, cases, and contact reasons into the CRM system, ensuring that all data captured is both complete and accurate.
- Produce quality written responses to all customer contacts that comply with our regulatory timescales, Complaint Handling Procedures and internal guidelines. Ensure the output of replies to customers meets internal quality guidelines in terms of content and tone.
- Process delay repay claims on our Delay Repay system, ensuring that each claim is processed in line with our Passenger Charter commitments.

**Who we’re looking for**
- High standard of written and verbal communication
- Proficient computer and word processing skills with Microsoft Word.
- Excellent organisational skills
- Ability to provide a consistent high-quality service to customers

**Who we are**

At Transport for Wales, we’re on a mission to transform transport in Wales and make it fit for the future, whether that’s rail, bus, walking or cycling. We want to inspire a nation to change the way it travels, so that we all travel more sustainably and help to combat the climate emergency we’re all facing.

We’re an open and inclusive place to work, where everyone is welcome and our people are supported to reach their full potential. We want to create an environment where our people can grow and succeed. This is key to enabling us to deliver on the promises we’ve made to the people of Wales to build a sustainable transport network that meets their needs.

**Welsh Language Skills**

Transport for Wales supports and promotes the use of the Welsh Language by employees and will encourage them to develop, improve and maintain their Welsh Language skills. We fully support our people who want to improve their Welsh language skills, and personal development for Welsh Language skills are offered in a variety of ways such as online learning, classroom courses and funding attendance at local community courses.

**Next steps**

Does this role sound like the opportunity you are looking for? Do you want to find out more? See attached Job Description for further details.

Transport for Wales is a disability leader. We are happy to discuss any reasonable adjustments you may need in the recruitment process or as part of the role if you are successful.

**Cynorthwy-ydd Cysylltiadau Cwsmeriaid**

**Sylwch: mae hwn yn gontract cyfnod penodol o 5-12 wythnos**
**Cyflog: £10.90 yr awr**
**Oriau gwaith: Oriau hyblyg, 20 awr yr wythnos i amser llawn**

**Cyfle Cyfartal**

Yn Trafnidiaeth Cymru rydym yn gwerthfawrogi amrywiaeth. Mae'n ein gwneud ni'n gryfach, yn ein helpu i ddeall ein cwsmeriaid yn well, gwneud penderfyniadau gwell a bod yn fwy arloesol. Mae pawb yn wahanol ac mae ganddyn nhw eu persbectif eu hunain felly rydyn ni'n adeiladu tîm amrywiol sy'n adlewyrchu'r cymunedau rydyn ni'n eu gwasanaethu. Drwy hyn rydym yn benderfynol o fod yn un o gyflogwyr cynhwysol mwyaf blaenllaw Cymru. Rydym yn creu rhwydwaith trafnidiaeth cynhwysol y gall pawb yng Nghymru fod yn falch ohono.

**Beth Rydym Yn Chwilio Am**

Rydym yn chwilio am nifer o Cynorthwy-ydd Cysylltiadau Cwsmeriaid sydd ar gael ar unwaith i ymuno â’n Tîm Cysylltiadau Cwsmeriaid am bump i ddeuddeg wythnos gan sicrhau yr ymdrinnir â’r holl ohebiaeth gan gwsmeriaid o fewn yr amserlenni rhagnodedig i gyflawni a chynnal safon uchel o ymatebion i holl ymholiadau cwsmeriaid.

Rydym yn cynnig ystod o oriau a threfniadau gweithio hyblyg, o 20 awr yr wythnos i amser llawn, a all gynnwys gweithio ar y penwythnos, gan roi hyblygrwydd gwych i chi ar gyfer eich wythnos waith.

**Cyfrifoldebau rôl**
- Cofnodi gwybodaeth am gwsmeriaid, achosion, a rhesymau cyswllt yn y system CRM, gan sicrhau bod yr holl ddata a gesglir yn gyflawn ac yn gywir.
- Cy

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