Customer Relations Advisor

Customer Relations Advisor (Fluent Welsh speaking)

Shift Pattern: 4 days out of 7 days to include weekends, shifts between 7am-8pm (30 hours per week). 

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

Provide first line support to customer enquiries and customer complaints across telephone, and other channels, working on the demand responsive projects such as Transport for Wales Rail Complaints line, Coleg Cambria, National Rail Enquiries, Rail 2 Refuge, Transport for Wales Rail Passenger Assist (Welsh line) and Transport for Wales Rail Reservations (Welsh line), along with supporting other projects as required.

Responding to customer queries (inbound and outbound) and complaints by communicating via telephone, following agreed call scripts, to resolve issues in a timely manner ensuring a high[1]quality service to customers. Complete daily system tasks by consulting the various administration systems to ensure seamless operation of all the telephony service contracts undertaken by Customer Relations Advisors. Engage with our customers via telephone providing them with accurate and consistent information regarding the different telephony service contracts to ensure that TfW deliver the highest level of service. Engage with our customers by providing email, phone, and face to face contact where necessary to ensure TfW deliver the highest level of service across the projects you are involved in.

Who we’re looking for

Previous experience working in a customer service environment. Experience of using a variety of IT systems. Excellent verbal and written communications skills. Ability to follow directions and take initiative.

Welsh Language Skills

The ability to speak/write Welsh is an essential requirement 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 finding attendance at local community courses.

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