Customer Experience Advisor- Contact Centre

**Customer Experience Advisor - Contact Centre**

**Shift Pattern**:Working 37.5 hours over 5 days. Various shifts patterns between Monday-Sunday 7am - 7pm.

**Equal Opportunities**

At Transport for Wales 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.

**Who we are**

At Transport for Wales, we’re on a mission to transform transport in Wales and make it fit for the future, whether that’s rail, bus, walking or cycling. We want to inspire a nation to change the way it travels, so that we all travel more sustainably and help to combat the climate emergency we’re all facing.

We’re an open and inclusive place to work, where everyone is welcome and our people are supported to reach their full potential. We want to create an environment where our people can grow and succeed. This is key to enabling us to deliver on the promises we’ve made to the people of Wales to build a sustainable transport network that meets their needs.

**Role responsibilities**
- Complete daily system tasks by consulting the various administration systems to ensure seamless operation of the of the fflecsi scheme.
- Demonstrate a comprehensive understanding of various TfW projects by keeping abreast of changes to ensure that Information is effectively communicated to customers.

**Who we’re looking for**
- Previous experience working in a customer service/contact centre environment.
- Experience of using a variety of IT systems.
- Excellent verbal and written communications skills.
- 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.

**Welsh Language Skills**

Transport for Wales 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 our people 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.

**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.

Transport for Wales is a disability leader. We are happy to discuss any reasonable adjustments you may need in the recruitment process or as part of the role if you are successful.

Cynghorydd Profiad Cwsmeriaid

**Patrwm shifft**: Gweithio 37.5 awr dros 5 diwrnod. Patrymau shifftiau amrywiol rhwng dydd Llun a dydd Sul 7am-7pm.

Cyfle Cyfartal

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

Pwy ydyn ni

Ein cenhadaeth yn Trafnidiaeth Cymru yw trawsnewid trafnidiaeth yng Nghymru a’i gwneud yn addas ar gyfer y dyfodol, boed hynny ar gyfer rheilffyrdd, bysiau, cerdded neu feicio. Rydyn ni eisiau ysbrydoli cenedl i newid y ffordd maen nhw’n teithio, fel bod pawb yn teithio’n fwy cynaliadwy ac yn helpu i fynd i’r afael â’r argyfwng hinsawdd sy’n wynebu pawb.

Rydyn ni’n lle agored a chynhwysol i weithio, lle mae croeso i bawb a lle caiff ein pobl eu cefnogi i gyflawni eu llawn botensial. Rydyn ni am greu awyrgylch sy’n galluogi ein pobl i dyfu a llwyddo. Mae hyn yn allweddol i’n galluogi i gyflawni’r addewidion rydyn ni wedi’u gwneud i bobl Cymru er mwyn adeiladu rhwydwaith trafnidiaeth gynaliadwy sy’n diwallu eu hanghenion nhw.

Cyfrifoldebau’r swydd

Darparu cymorth ffôn ac e-bost rheng flaen i gwsmeriaid mewn perthynas ag ymholiadau cyffredinol, archebion fflecsi, ceisiadau am gardiau teithio a chwynion. Cefnogi’r prosiect bysiau “fflecsi” sy’n ymateb i alw a phrosiectau Cardiau Teithio Rhatach, ac amrywiol brosiectau eraill yn ôl yr angen
- Cefnogi gweithrediad llwyddiannus y ganolfan gyswllt drwy ddarparu cymorth dros y ffôn, ymateb i geisiadau archebu, ymholiadau cwsmeriaid, ateb negeseuon e-bost i ddatrys problemau yn brydlon.
- Cwblhau tasgau’r system bob dydd drwy ymgynghori â’r gwahanol systemau gweinyddol i sicrhau bod y cynllun fflecsi’n gweithr