Customer Experience Team Leader
2 months ago
Customer Experience Team Leader
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
Lead a team of up to 15 Customer Advisors to ensure effective support to the concessionary bus pass scheme, the fflecsi bus project and other TfW customer facing projects as required by providing administration and first line customer service support to our contact centre.
Manage a team of up to 15 Advisors by providing support, direction, and a point of escalation for queries relating to the concessionary bus pass, fflecsi and other projects as required to enable the team to deliver the best customer service. Responding to escalated customer queries through emails, telephone calls and face to face to ensure highest levels of customer satisfaction. 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. Provide support to the Customer Experience Team by making outbound escalation calls to provide second line support for more complex issues.Who we’re looking for
Previous experience of leading a large customer facing team. Previous experience of customer relations and resolution techniques. 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.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.
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