Customer Relations Advisor

**Customer Relations Advisor (Fluent Welsh speaking)**

**Shift Pattern**: Various shift patterns 7 days a week from 7am-8pm.

Transport for Wales is committed to being one of Wales’ most inclusive employers. We’re happy to consider flexible working as we understand our employees need balance in their working lives and, based on trust, we want them to build their careers without sacrificing their personal priorities.

For this position we can offer:

- Condensed hours
- Hybrid/Remote working - Penrhyndeudraeth(although there is an expectation that you may need to attend either our South or North Wales offices for ad-hoc training)
- Part-time/Job share

**Equal Opportunities**

At Transport for Wales (TfW) 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.

**Introduction**

We are looking for 6 Welsh speaking Customer Relations Advisors to join our contact centre at TfW. You'll 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, Coleg Cambria, National Rail Enquiries, Rail 2 Refuge, Transport for Wales Rail Passenger Assist (Welsh line) and Transport for Wales Rail Reservations (Welsh line), along with supporting other projects as required.

**Role responsibilities**

You’ll respond to customer queries (inbound and outbound) and complaints by communicating via telephone, following agreed call scripts, to resolve issues in a timely manner ensuring a high-quality service to customers.

You'll complete daily system tasks by consulting the various administration systems to ensure seamless operation of all the telephony service contracts undertaken by Customer Relations Advisors.

You'll engage with our customers via telephone providing them with accurate and consistent information regarding the different telephony service contracts to ensure that TfW deliver the highest level of service.

You’ll ensure calls are responded to within agreed time limit and in line with service level agreement/key performance Indicators to provide a positive customer experience.

**Who we are looking for**

You’ll need to have:

- Previous experience working in a customer service environment and handling complaints
- Experience of using a variety of IT systems with the ability to use a new system to interpret information and identify trends.
- Familiarity with Microsoft Office software (Including Microsoft Excel).
- Excellent verbal and written communications skills.
- Welsh Language skills.

**Benefits**:

- 8% employer pension with NEST
- 28 days holiday (excluding bank holidays)
- Free travel across the TfW Rail network
- 4x death in service
- Employee Assistance Programme
- Flexible benefits (Including Electric Car Lease Scheme and Cycle to Work Schemes)

**Who we are**

Transport for Wales (TfW) is the not-for-profit company driving forward the Welsh Government’s vision of a high-quality, safe, integrated, affordable and accessible transport network in Wales. Our mission is to ‘Keep Wales Moving’ by providing customer-focused service, expert advice and infrastructure investment.

**Ymgynghorydd Cysylltiadau Cwsmeriaid (Siarad Cymraeg rhugl)**

**Patrwm shifft**: Patrymau shifft amrywiol 7 diwrnod yr wythnos rhwng 7am ac 8pm.

Mae Trafnidiaeth Cymru wedi ymrwymo i fod yn un o gyflogwyr mwyaf cynhwysol Cymru. Rydyn ni’n fodlon ystyried gweithio hyblyg gan ein bod ni’n deall bod angen cydbwysedd rhwng ein gweithwyr yn eu bywyd gwaith ac, yn seiliedig ar ymddiriedaeth, rydyn ni eisiau iddyn nhw ddatblygu eu gyrfaoedd heb orfod aberthu eu blaenoriaethau personol.

Ar gyfer y swydd hon, gallwn gynnig:

- Oriau wedi’u crynhoi
- Gweithio hybrid/o bell - Penrhyndeudraeth (er bod disgwyl efallai y bydd angen i chi fynychu naill ai ein swyddfeydd de neu Ogledd Cymru i gael hyfforddiant ad-hoc)
- Swydd ran-amser/ Rhannu swydd

**Cyfle Cyfartal**

Mae Trafnidiaeth Cymru (TrC) yn gwerthfawrogi amrywiaeth. Mae’n ein gwneud yn gryfach, yn ein helpu i ddeall ein cwsmeriaid yn well, i wneud penderfyniadau gwell ac i fod yn fwy arloesol. Mae pawb yn wahanol ac mae gan bawb eu safbwynt eu hunain felly rydyn ni’n creu tîm amrywiol sy’n adlewyrchu’r cymunedau rydyn ni’n eu gwasanaethu. Drwy wneud hyn, rydyn ni’n benderfynol o fod yn un o gyflogwyr mwyaf cynhwysol Cymru. Rydyn ni’n creu rhwydwaith trafnidiaeth cynhwysol y gall pawb yng Nghymru fod yn falch ohono.

**Cyflwyniad**

Rydyn ni’n chwilio am 5 Cynghorydd Cysylltiadau Cwsmeriaid sy’n siarad Cymraeg i ymuno â’n canolfan gyswllt yn T