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For Companies At a Glance
- Tasks: Assist customers with queries and complaints via phone, email, and social media.
- Company: Join Transport for Wales, a leader in creating sustainable transport solutions.
- Benefits: Enjoy a competitive salary of £13.08 per hour and flexible part-time hours.
- Why this job: Be part of a diverse team making a real impact on Wales' transport future.
- Qualifications: Fluent Welsh speaker with customer service experience and IT skills required.
- Other info: We support your Welsh language development and offer inclusive workplace adjustments.
Salary: £13.08 per hour
Basis: Part 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 - 19 hours - 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 - 19 hours - Penrhyndeudraeth, North Wales
✨Tip Number 1
Familiarise yourself with the services offered by Transport for Wales. Understanding their projects, such as the Rail Complaints line and Passenger Assist, will help you demonstrate your knowledge during any interviews or discussions.
✨Tip Number 2
Brush up on your Welsh language skills if needed. Since fluency in Welsh is essential for this role, consider practicing conversational Welsh or reviewing common customer service phrases to ensure you're ready to communicate effectively.
✨Tip Number 3
Prepare examples of how you've handled customer complaints in the past. Think about specific situations where you resolved issues efficiently, as this will showcase your problem-solving skills and customer service experience.
✨Tip Number 4
Research the values and mission of Transport for Wales. Being able to articulate how your personal values align with their commitment to sustainability and inclusivity can set you apart from other candidates.
We think you need these skills to ace Customer Service Advisor - 19 hours - 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 of Customer Service Advisor. Emphasise your previous customer service roles and any experience with IT systems, as well as your Welsh language proficiency.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your commitment to inclusivity. Mention how your values align with Transport for Wales' mission to create a sustainable transport network.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. Ensure that your Welsh language skills are accurately represented, as this is a key requirement for the role.
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 during the interview. Be ready to share specific examples of how you've handled customer queries and complaints, as this role requires strong communication skills and a customer-focused approach.
✨Demonstrate Your Welsh Language Skills
Since fluency in Welsh is essential for this position, be prepared to demonstrate your language skills during the interview. You might be asked to converse in Welsh or respond to questions in both Welsh and English, so practice beforehand to feel confident.
✨Familiarise Yourself with Transport for Wales
Research Transport for Wales and their mission to transform transport in Wales. Understanding their values and projects will help you align your answers with their goals and show your genuine interest in the company.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of situations where you've had to resolve customer issues efficiently and professionally, and be ready to explain your thought process and the outcome.
