Customer Service Advisor

**We are actively recruiting for our talent pool located at Abergavenny, Cwmbran & Hereford Stations, if you are already in the talent pool for this location, your postion will not be impacted.**

**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 currently have exciting opportunities to join our stations team as a Customer Service Advisor (CSA) at our **Abergavenny, Cwmbran & Hereford Stations. **(Please note you may be required to travel between all 3 locations).

As a Customer Service Advisor (CSA), you will aim to deliver a positive and friendly approach to the key customer-facing roles we have. You could find yourself spending your days at any of our three important areas:

- Assisting customers in buying their tickets at our busy booking offices;
- Checking customer tickets as they pass through ticket gate barriers;
- Or working on the platforms, responsible for the safe dispatch of the trains

Your role will be varied, and you will need to be able to think on your feet whilst assisting passengers. Being passionate about customer service is a must.Our stations teams are given the responsibility and ownership to make a difference.

By engaging with customers to enable their needs to be met; providing accurate information and advice for customers to make informed decisions regarding our services; in doing so increasing customer confidence in our teams and organisation.

Following tried and trusted procedures to ensure the safety of our customers and colleagues remains paramount.

Essential requirements to be considered for this role:

- Able to deliver extraordinary front-line customer service
- A self-starter with a can-do attitude
- Able to make decisions in a confident manner
- Able to remain calm yet confident and customer focussed in a crisis
- Comfortable working within strict procedures, following rules and regulations
- Willing to work as part of a team or independently
- A strong communicator both, verbal and written skills

As a train operating company, we are there for our customers whenever they need to travel - this means that you will be happy to work a variety of shifts, including bank holidays and weekends.

**Welsh Language Skills**

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.

**Joining our Talent Pool**

If you are successful after interview stage but there is not a role immediately available, you will be placed into our Talent Pool for a period of 12 months where you will be considered as and when a suitable position arises.

**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.