Customer Experience Team Leader Arweinydd y Tîm

3 days ago

Pontypridd, United Kingdom Transport for Wales Full time

Customer Experience Team Leader

Shift Pattern - Various shift patterns between Monday-Saturday 6am-11pm and Sunday 8am-7pm

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

A great opportunity to join Transport for Wales (TfW) as our Customer Experience Team Leader who will lead a team of Customer Advisors in providing effective support to the concessionary bus pass scheme, the fflecsi bus project and other TfW customer facing projects by providing administration and second line customer service support to our contact centre.

Role responsibilities

You’ll manage a team of Advisors by providing support, direction, and a point of escalation for queries relating to the concessionary bus pass, fflecsi and other projects to enable the team to deliver the best customer service.

You’ll regularly communicate and build close relationships with 3rd party stakeholders, the project team, and consultants to create administrative tasks to ensure that any changes or updates to the projects are communicated effectively to maintain the smooth running of the projects.

You’ll support TfW’s contact centre’s partners by being the first point of contact and providing additional training where required to ensure timely guidance with customer escalations.

Who we’re looking for

We are looking for someone who has previous experience of leading a large customer facing team with experience in customer relations and resolution techniques.

What you’ll need:

- Excellent verbal and written communications skills.
- Ability to provide outstanding face to face customer service.
- Ability to follow directions and take initiative when required.
- Familiarity with Microsoft Office software (including Excel).
- Ability to use new systems to interpret information and identify trends.

**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.

Welsh Language Skills

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

Arweinydd y Tîm Profiad Cwsmeriaid

Patrwm shifft: Patrymau shifft amrywiol o ddydd Llun i ddydd Sadwrn 6am-11pm a dydd Sul 8am-7pm

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

Cyfle gwych i ymuno â Trafnidiaeth Cymru (TfW) fel Arweinydd tîm Profiad Cwsmeriaid a fydd yn arwain tîm o Gynghorwyr Cwsmeriaid wrth ddarparu cefnogaeth effeithiol i'r cynllun pasio bws rhatach, prosiect bysiau fflecsi a phrosiectau eraill sy'n wynebu cwsmeriaid TfW drwy ddarparu cymorth gwasanaeth i gwsmeriaid gweinyddu ac ail-linell i'n canolfan gyswllt.

Cyfrifoldebau’r swydd

Byddwch yn rheoli tîm o Ymgynghorwyr drwy ddarparu cymorth, cyfeiriad, a phwynt o ddwysáu ar gyfer ymholiadau sy'n ymwneud â'r tocyn bws rhatach, fflecsi a phrosiectau eraill i alluogi'r tîm i ddarparu'r gwasanaeth gorau i gwsmeriaid.

Byddwch yn cyfathrebu’n rheolaidd ac yn meithrin perthynas agos â rhanddeiliaid trydydd parti, tîm y prosiect, ac ymgynghorwyr i greu tasgau gweinyddol er mwyn sicrhau bod unrhyw newidiadau neu ddiweddariadau i’r prosiectau’n cael eu cyfleu’n effeithiol er mwyn i’r prosiectau redeg yn esmwyth.

Byddwch yn canfod ac yn monitro unrhyw faterion posibl sy’n ymwneud â cheisiadau drwy ddeall y broses ymgeisio o’r dechrau i’r diwedd i sicrhau bod unrhyw faterion yn cael eu gweithredu a’u datrys yn brydlon.

Byddwch yn cefnogi partneriaid canolfan gyswllt TrC drwy fod yn bwynt cyswllt cyntaf a darparu hyfforddiant ychwanegol lle bo angen i sicrhau arweiniad amserol o ran uwchgyfeirio cwsmeriaid.

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