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For Companies At a Glance
- Tasks: Provide first-line support for customer enquiries via phone, email, and social media.
- Company: Join Transport for Wales, a leader in creating a sustainable transport network.
- Benefits: Enjoy a competitive salary of £13.08 per hour and opportunities for personal development.
- Why this job: Be part of a diverse team making a real impact on Wales' transport future.
- Qualifications: Fluent Welsh speaker with previous customer service experience and strong IT skills.
- Other info: We support your Welsh language development and offer reasonable adjustments during recruitment.
The predicted salary is between 27000 - 36000 £ per year.
Salary: £13.08 per hour
Basis: Full time
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
- Working on demand responsive projects such as Transport for Wales Rail Complaints line, National Rail Enquiries, Rail 2 Refuge, Transport for Wales Rail Passenger Assist and Transport for Wales Rail Reservations, along with supporting other projects as required, you will provide first line support to customer enquiries and complaints via telephone and other channels.
- Responding to customer queries (inbound and outbound) and complaints by communicating via telephone, Live chat, e-mail and social media, to resolve issues in a timely manner, ensuring a high-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 Service Advisors.
- Engage with our customers via telephone, E-mail, social media and Live chat by providing them with accurate and consistent information regarding the different telephony service contracts available to ensure that TfW deliver the highest level of service.
- Deal with customer requests and complaints by responding efficiently and professionally to meet agreed service level agreements and key performance Indicators.
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 in Welsh and English.
- Fluent Welsh speaker.
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 funding attendance at local community courses.
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. Transport for Wales is a disability leader. We are happy to discuss any reasonable adjustments you may need in the recruitment process or as part of the role if you are successful. This advert will close at midnight on the day of the application closing date stated above. We do encourage you to submit your application as early as possible. Please note: you must hold the permanent right to work in the UK. We are not currently able to provide sponsorship.
Customer Service Advisor - Full-time - Penrhyndeudraeth, North Wales employer: Transport for Wales
Contact Detail:
Transport for Wales Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Full-time - Penrhyndeudraeth, North Wales
✨Tip Number 1
Familiarise yourself with Transport for Wales and their mission. Understanding their commitment to sustainability and inclusivity will help you align your responses during interviews, showing that you're genuinely interested in their values.
✨Tip Number 2
Brush up on your Welsh language skills if needed. Since fluency in Welsh is essential for this role, demonstrating your ability to communicate effectively in both Welsh and English can set you apart from other candidates.
✨Tip Number 3
Prepare for common customer service scenarios. Think about how you would handle various customer queries or complaints, especially in a transport context, as this will showcase your problem-solving skills during the interview.
✨Tip Number 4
Network with current or former employees of Transport for Wales. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial when tailoring your approach for the interview.
We think you need these skills to ace Customer Service Advisor - Full-time - Penrhyndeudraeth, North Wales
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements. Highlight your relevant experience in customer service and your ability to communicate effectively in both Welsh and English.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the role. Emphasise your previous customer service roles, IT system usage, and any experience you have with handling complaints or queries.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your commitment to inclusivity. Mention your Welsh language skills and how they will benefit the role, as well as your enthusiasm for contributing to Transport for Wales' mission.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. Ensure that your communication is clear and professional, reflecting the high standards expected in customer service.
How to prepare for a job interview at Transport for Wales
✨Showcase Your Customer Service Experience
Make sure to highlight your previous experience in customer service roles. Be prepared to discuss specific examples of how you've handled customer queries and complaints, as this will demonstrate your ability to provide high-quality service.
✨Demonstrate Your Communication Skills
Since excellent verbal and written communication skills are essential for this role, practice articulating your thoughts clearly. You might also want to prepare to answer questions in both Welsh and English to showcase your bilingual abilities.
✨Familiarise Yourself with IT Systems
As the role requires using various IT systems, it’s a good idea to brush up on any relevant software or tools you’ve used in the past. Be ready to discuss how you’ve effectively used technology to enhance customer service.
✨Understand Transport for Wales' Mission
Research Transport for Wales and their mission to transform transport in Wales. Being knowledgeable about their goals and values will help you align your answers with what they are looking for in a candidate.
