Customer Service Supervisor Goruchwyliwr

2 months ago

Cardiff, United Kingdom Transport for Wales 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.

**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.

**Role responsibilities**

We currently have exciting opportunities to join our Bus Interchange team as a Customer Service Supervisor in Cardiff.

As an effective Customer Service Supervisor, you will lead by example, inspiring your team to deliver exceptional customer service, whilst providing a safe and secure environment.

Playing an instrumental part in delivering the day-to-day operations in a multimodal setting and lead by example to deliver a customer centric approach. Leading and empowering your team to provide a seamless process of communication and support, ensuring they always deliver an exemplary customer experience in a busy multimodal interchange. Supervising the flow of customers and vehicle movements within the bus interchange whilst maintaining an environment that exceeds our customers’ expectations.

The Customer Service Supervisor is responsible for supporting the Customer Operations team to deliver excellence in Customer Service, as well as effectively assessing and coaching performance.
- Build and maintain a good working relationship with all interchange users including bus operators.
- Forward planning on-the-day operational requirements, keeping customers at front of mind when making decisions.
- Monitor all aspects of vehicle movement activity within the bus interchange working collaboratively with other TfW teams and bus operators.
- Provide a high-profile visible presence, to maintain customer and operator confidence.
- Management of facilities and site safety whilst providing updates and escalating key issues or concerns.
- Provide on the job coaching and assessment, assist managers with the individual and team training plans for their team.
- Contribute to the development of revenue protection plans for Customer Operations and provide revenue protection services in support of these plans.
- Develop and deliver short training modules to support the development of stations and interchange teams.
- Contributing to the delivery of training for station and interchange employees, including gateline, ticket machine usage and platform activities (including dispatch where appropriate).
- Provide cover at ticket offices, gatelines, platforms and interchanges.

**Who we’re looking for**
- Excellent people management skills
- Highly customer focussed with a keen eye for detail
- An effective trainer, coach and advisor, with excellent communication skills
- Ability to analyse the data regularly received within sales and gatelines where this is required.
- Good knowledge of railway and bus operations and services

**Joining our Talent Pool**

If you are successful after interview stage but there is not a role immediately available, you will be placed into our Talent Pool for a period of 12 months where you will be considered as and when a suitable position arises.

**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.

TFW is a Disability Confident employer. 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.

**Cyfle Cyfartal**

Mae Trafnidiaeth Cymru yn gwerthfawrogi amrywiaeth. Mae’n ein gwneud yn gryfach, yn ein helpu i ddeall ein cwsmeriaid yn well, i wneud penderfyniadau gwell a bod yn fwy arloesol. Mae pa

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