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Customer Experience Advisor

2 months ago

Pontypridd, United Kingdom Transport for Wales Full time

Customer Experience Advisor – Concessionary

Location: Pontypridd 

Shift Pattern: Monday - Friday, 8am - 4pm, with a rolling Saturday currently one Saturday in 10 weeks working 8am-4pm. *subject to change

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

A great opportunity to join Transport for Wales (TfW) as a Customer Experience Advisor. You’ll provide administrative support to the Concessionary travel pass scheme, which will involve reviewing, processing and distributing travel pass applications. You’ll also respond to customer enquiries and complaints across multiple channels. Supporting on various other projects where required.

You’ll support the successful operation of the Concessionary Travelcard service by providing administrative, first line telephone support and email responses to customer queries, application updates and complaints to provide information and resolve any issues in a timely manner. You’ll validate documents and photos to by consulting TfW applications criteria to ensure customers applications are processed compliantly. You’ll complete daily system tasks by consulting the various administration systems to ensure seamless operation of the Concessionary Travelcard scheme and process applications.

Concessionary Bus Pass Scheme

We're driving forward the Welsh Government’s vision of a high-quality, safe, integrated, affordable, and accessible transport network that the people of Wales are proud of. As part of our commitment, we offer:

A concessionary bus pass allows you to travel for free on most bus services and some train services in Wales, if you’re 60 or over, or meet the eligibility criteria.

Who we’re looking for

We’re looking for someone with previous experience working in a customer service environment with excellent verbal and written communication skills.

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.

Welsh Language Skills

The ability to speak/write Welsh would make a great addition to your application, but it is not essential for this role.

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.