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Customer Relations Advisor

3 months ago

Pontypridd, United Kingdom Transport for Wales Full time

**Who we are**

**Join Our Journey - Together we will Make it Happen**

Here at Transport for Wales we are preparing for the future. We will be building new stations, introducing new trains, and transforming the rail network across Wales and the Borders. This brings opportunity - for Wales’ economy, and for you.

Our vision is to create a world-class railway that will enable Wales to prosper for generations to come. But achieving this depends on the quality of our 2600+ people and the environment we create to enable them to succeed.

**Role responsibilities**

We are currently recruiting for a Customer Relations Advisor (Welsh Essential) to join our customer relations team on a permanent basis.

The Customer Relations Advisor will be responsible for providing a high-quality customer service to TFW customers. You will manage customer complaints and correspondence and you will be responsible for ensuring complaints are fully investigated and feedback is shared with the relevant departments to improve our customer experience.

In addition, you will be a champion of our values, maintaining the reputation of the business, fostering positive relations with our customers and recovering the advocacy of customers who have had a negative experience.

**_The key responsibilities will be:_**
- To answer escalated calls from our contact centre regarding the whole range of TFW products, services, and facilities.
- Record information about customers, cases, and contact reasons into the CRM system.
- Ensure the reasons for all customer complaints are fully investigated.
- Provide an engaging, informative, and friendly interactive experience for our customers via online social media.
- Contribute to effective running of the department.

**_Essential requirements to be considered for this role:_**
- Fluent Welsh Speaker

We are looking for someone who has excellent communication skills, with previous customer service experience with a commitment to delivering an exceptional customer experience. You will be self-motivated and be able to work to strict deadlines, whilst paying high attention to details.

**Welsh Language Skills**

The ability to speak/write Welsh is an essential requirement for this role.

Transport for Wales Rail Limited 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 staff 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.

**Equal Opportunities**

At Transport for Wales Rail Limited 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.

**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.

This advert will close at midnight on