Customer Experience Advisor

2 months ago

Pontypridd, United Kingdom Transport for Wales Full time

**Customer Experience Advisor**

**Location**: Pontypridd

**Shift Pattern**: 15 hours per week, Monday and Tuesday

Please note: Salary advertised is the Full Time Equivalent, The FTE will be pro-rata to the 15 hours.

**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**

**Fflecsi**:
Fflecsi is a different way to travel by bus and an exciting new service from Transport for Wales in partnership with your local bus operators. Fflecsi buses can pick you up and drop you off in a service area and not just at a bus stop.

**Concessionary Travel Pass**:
Concessionary Travel pass offers free travel on most bus and some train services in Wales if you’re 60 or over or meet the eligibility criteria.

**Role responsibilities**

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

**Who we’re looking for**

We’re looking for someone with previous experience of working in a customer service environment/contact centre, who has 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**

**Lleoliad**:Pontypridd

**Patrwm shifft: 15 Awr yr wythnos, Dydd Llun a Dydd Mawrth**

**Cyfle Cyfartal**

Mae Trafnidiaeth Cymru (TrC) yn gwerthfawrogi amrywiaeth. Mae’n ein gwneud yn gryfach, yn ein helpu i ddeall ein cwsmeriaid yn well, yn ein helpu i wneud penderfyniadau gwell ac yn ein helpu 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 cyffrous i ymuno â Chanolfan Gyswllt sy’n prysur dyfu Trafnidiaeth Cymru (TrC), fel Cynghorydd Profiad Cwsmeriaid. Byddwch yn darparu cymorth ffôn rheng flaen i gwsmeriaid mewn perthynas ag ymholiadau cyffredinol, archebion “fflecsi”, ceisiadau am gardiau teithio a chwynion. Mae’r ganolfan gyswllt yn cefnogi’r prosiect bysiau “fflecsi” sy’n ymateb i alw a phrosiectau Cardiau Teithio Rhatach yn bennaf, ac amrywiol brosiectau eraill yn ôl yr angen.

**Fflecsi**:
Mae Fflecsi yn ffordd wahanol o deithio ar fws ac yn wasanaeth newydd cyffrous gan Trafnidiaeth Cymru mewn partneriaeth â’ch gweithredwyr bysiau lleol. Gall bysiau Fflecsi eich codi a’ch gollwng mewn maes gwasanaeth, ac nid dim ond mewn safle bws.

**Cerdyn Teithio Rhatach**:
Mae Cardiau Teithio Rhatach yn cynnig i chi deithio am ddim ar y rhan fwyaf o wasanaethau bws a rhai gwasanaethau trên yng Nghymru, os ydych chi’n 60 oed neu’n hŷn, neu os ydych chi’n bodloni’r meini prawf cymhwysedd.

**Cyfrifoldebau’r swydd**

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

Byddwch chi’n ymateb i ymholiadau cwsmeriaid drwy ateb negeseuon e-bost, a chyfathrebu dros y ffôn 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.

**Am bwy rydyn ni’n chwilio**

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

**Bydd angen y canlynol arnoch*

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