Customer Experience Advisor cynghorydd Profiad

1 month ago

Pontypridd, United Kingdom Transport for Wales Full time

**Customer Experience Advisor**

**Shift Pattern: Various shift patterns between Monday - Friday, 9am - 5pm, with a rolling Saturday currently one Saturday in 8 weeks working 8am-4pm.**

**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**

**Role responsibilities**

You’ll complete daily system tasks by consulting the various administration systems to ensure seamless operation of the of the fflecsi scheme.

You’ll proactively update timetables and daily plans using bespoke TfW systems to ensure the smooth-running of the fflecsi services.

**Who we’re looking for**

We’re looking for someone who has previous experience working in a customer service environment who possesses excellent verbal and written communication skills.

**You’ll need to have**:

- Experience of using a variety of IT systems.
- Ability to follow directions and take initiative when required.
- Familiarity with Microsoft Office software (Including Microsoft Excel).
- Ability to use a new system to interpret information and identify trends.
- Attention to detail.

**Benefits**:

- Salary Sacrifice Pension
- 28 days holiday (excluding bank holidays)
- 4x death in service
- Employee Assistance Programme
- Flexible benefits (Including Electric Care 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.

**Welsh Language Skills**

The ability to speak Welsh would be a plus but is not essential for this role.

**Cynghorydd Profiad Cwsmeriaid**

**Patrwm shifft: Patrymau shifft amrywiol ddydd Llun - dydd Gwener, 9am - 5pm, gyda dydd Sadwrn rholio ar hyn o bryd un dydd Sadwrn mewn 8 wythnos yn gweithio 8am-4pm.**

**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 gynhwysol y gall pawb yng Nghymru fod yn falch ohono.

**Cyflwyniad**

Cyfle gwych i ymuno â Trafnidiaeth Cymru (TrC) fel Cynghorydd Profiad Cwsmeriaid a fydd yn darparu cymorth rheng flaen ar gyfer ymholiadau, archebion a chwynion cwsmeriaid dros y ffôn, e-bost a sianeli eraill. Byddwch yn gweithio ar y prosiect flex sy'n ymateb i'r galw, a'r prosiect Cardiau Bws Rhatach a phrosiectau eraill yn ôl yr angen.

**Cyfrifoldebau’r swydd**

Byddwch chi’n ymateb i ymholiadau cwsmeriaid drwy ateb negeseuon e-bost, a chyfathrebu dros y ffôn a/neu wyneb yn wyneb i ddatrys materion yn brydlon.

Byddwch chi’n cwblhau tasgau’r system bob dydd drwy ddefnyddio'r gwahanol systemau gweinyddol i sicrhau bod y cynllun fflecsi’n gweithredu’n ddi-dor.

Byddwch chi’n ymgysylltu â’n cwsmeriaid dros y ffôn neu drwy e-bost i roi gwybodaeth gywir a chyson iddyn nhw am y gwasanaeth er mwyn sicrhau bod TrC yn darparu gwasanaeth o’r radd flaenaf.

Byddwch chi’n mynd ati’n rhagweithiol i ddiweddaru amserlenni a chynlluniau dyddiol gan ddefnyddio systemau pwrpasol TrC i sicrhau bod gwasanaethau fflecsi yn rhedeg yn ddidrafferth.

**Am bwy rydyn ni’n chwilio**

Rydyn ni’n chwilio am rywun sydd â phrofiad blaenorol o weithio mewn amgylchedd gwasanaeth i gwsmeriaid sy’n meddu ar sgiliau cyfathrebu rhagorol ar lafar ac yn ysgrifenedig

**Bydd angen y canlynol arnoch**:

- Profiad o ddefnyddio amrywiaeth o systemau TG.
- Gallu dilyn cyfarwyddiadau a gweithio ar eich liwt eich hun pan fo angen.
- Bod yn gyfarwydd â meddalwedd Microsoft Office (yn cynnwys Microsoft Excel).
- Gallu defnyddio system newydd i ddehongli gwybodaeth a chanfod tueddiadau.
- Bod yn drylwyr gyda manylion.

**Buddion**:

- Pensiwn aberthu cyflog
- 28 diwrnod o wyliau (heb gynnwys gwyliau banc)
- 4x cyflog os ydych yn marw yn y swydd
- Rhaglen Cymorth i Weithwyr
- Buddion hyblyg (gan gynnwys Cynllun Prydlesu Car Trydan a Chynlluniau Beicio i’r Gwaith)

**Pwy ydym ni**

Trafnidiaeth Cymru (TrC) yw’r cwmni nid-er-elw sy’n mynd ati i gyflawni gweledigaeth Llywodraeth Cymru o ddarparu rhwydwaith trafnidiaeth diog

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