Address
Form of work
SalaryJob description
Customer Experience Advisor
Location: Pontypridd
Shift Pattern:15 hours per week, Monday and Tuesday
Equal Opportunities
At Transport for Wales (TfW) 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.
Introduction
An exciting opportunity to join Transport for Wales (TfW) growing Contact Centre as a Customer Experience Advisor. You’ll provide first line telephone support to customers in relation to general enquiries, "fflecsi” bookings, Travel pass applications and complaints. The Contact Centre predominantly supports the demand responsive bus project "fflecsi" and Concessionary Travel pass projects, and various other projects as required.
Fflecsi:
Fflecsi is a different way to travel by bus and an exciting new service from Transport for Wales in partnership with your local bus operators. Fflecsi buses can pick you up and drop you off in a service area and not just at a bus stop.
Concessionary Travel Pass:
Concessionary Travel pass offers free travel on most bus and some train services in Wales if you’re 60 or over or meet the eligibility criteria.
Role responsibilities
You’ll engage with our customers via telephone or email to provide them with accurate and consistent information regarding the service to ensure that TfW deliver the highest level of service.
You’ll respond to customer queries by answering emails, communicating via telephone to resolve issues in a timely manner.
You’ll complete daily system tasks by consulting the various administration systems to ensure seamless operation of the of the fflecsi scheme.
Who we’re looking for
We’re looking for someone with previous experience of working in a customer service environment/Contact Centre, who has excellent verbal and written communication skills.
You’ll need to have:
- 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.
Benefits:
- Salary Sacrifice Pension
- 28 days holiday (excluding bank holidays)
- 4x death in service
- Employee Assistance Programme
- Flexible benefits (Including Electric Care Lease Scheme and Cycle to Work Schemes)
Who we are
Transport for Wales (TfW) is the not-for-profit company driving forward the Welsh Government’s vision of a high-quality, safe, integrated, affordable and accessible transport network in Wales. Our mission is to ‘Keep Wales Moving’ by providing customer-focused service, expert advice and infrastructure investment.
Welsh Language Skills
The ability to speak Welsh would be a plus but is not essential for this role.
* Please note, we reserve the right to close this vacancy early if we receive sufficient applications.
