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- Tasks: Assist customers with ticketing, provide information, and ensure a high standard of service.
- Company: Join Transport for Wales, a leader in transforming sustainable transport across the nation.
- Benefits: Enjoy flexible part-time hours, inclusive culture, and opportunities for personal development.
- Why this job: Be part of a mission to inspire sustainable travel while making a real difference in your community.
- Qualifications: No specific experience required, just a passion for customer service and teamwork.
- Other info: Welsh language skills are a plus, but not essential; training provided.
The predicted salary is between 13000 - 16000 £ per year.
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Customer Service Advisor – Revenue, Chester
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Client:
Transport for Wales
Location:
Chester, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
a97cc6f09c3d
Job Views:
3
Posted:
12.07.2025
Expiry Date:
26.08.2025
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Job Description:
Please note:
- This is a part-time 17.5-hour contract.
- You will work 2 days per week across Monday – Sunday. Earliest starting time 06:00, latest finish time 23:00. You must be flexible to work mornings, evenings and weekends.
- During the training period you will work 35 hours per week Monday – Friday 09:30 – 16:30, which will last for a total of 4 weeks.
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
We are currently recruiting for Customer Service Advisor’s to join our front-line revenue team covering our North Wales network. You must be flexible to work at multiple locations across the network.
Our Customer Service Advisor’s are the first point of contact for customers at the station and they undertake a diverse range of responsibilities:
- Ensure a high standard of customer service, greeting and assisting customers, providing accurate information on timetables, delays, platform changes and onward travel between different modes of transport.
- Checking customers’ tickets throughout the stations, inspecting tickets and issuing penalty fares for fare evasion.
- Helping customers to access the platforms and facilities comfortably and safely, assisting customers with accessibility needs.
- Assisting with ticket sales via the ticket office, ticket vending machines or mobile devices and also promoting digital ticket methods (Pay as You Go and via the App).
- Helping customers access our stations by operating gate lines.
- Supporting special events and protecting our network against fare evasion during events.
- Conduct accurate customer surveys, counts, ticket checks and compile appropriate reports as required.
- Act as an authorised collector within the scope of the railways (penalty fares) guidelines 2018 and issue penalty fare notices as necessary and according to the regulations.
Your role will be varied, and you will need to be able to think on your feet to assist customers in a busy environment whilst also following safety procedures. Being passionate about customer service is a must. Our stations teams are given the responsibility and ownership to make a difference, you’ll play a key part in transforming how we deliver customer excellence at every step of the journey.
Recognition and continued commitment to our new multi-modal ways of working as we evolve our integrated transport model.
Who we’re looking for
- Able to deliver excellent front-line customer service
- Able to make decisions in a confident manner
- Ability to deal appropriately with difficult situations and remain calm
- Comfortable working within strict procedures, following rules and regulations
- Able to work as part of a team or independently
- Knowledge of railway byelaws and the Regulation of Railways Act
As a transport operating company, we are there for our customers whenever they need to travel – this means that you will be happy to work a variety of shifts, including bank holidays and weekends.
Joining Our Talent Pool
If you are successful after interview stage but there is not a role immediately available, you will be placed into our Talent Pool for a period of 12 months where you will be considered as and when a suitable position arises.
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.
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.
TFW is a Disability Confident employer. 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, we reserve the right to close this vacancy early if we receive sufficient applications.
If you have submitted an application for this role within the last 6 months and were unsuccessful, please do not re-apply as regrettably, your application will not be considered.
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Customer Service Advisor - Revenue 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 - Revenue
✨Tip Number 1
Familiarise yourself with the Transport for Wales services and routes. Understanding the network will not only help you answer customer queries effectively but also demonstrate your genuine interest in the role during any discussions.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've handled difficult situations in the past. Being able to articulate these experiences will highlight your ability to remain calm and make confident decisions under pressure.
✨Tip Number 3
Be ready to discuss your flexibility regarding working hours. Since the role requires shifts across various days and times, emphasising your willingness to adapt will make you a more attractive candidate.
✨Tip Number 4
If you have any knowledge of railway byelaws or the Regulation of Railways Act, be sure to mention it. Even if you're not an expert, showing that you are aware of these regulations can set you apart from other candidates.
We think you need these skills to ace Customer Service Advisor - Revenue
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Customer Service Advisor position. Tailor your application to highlight relevant experiences that demonstrate your ability to deliver excellent customer service.
Highlight Relevant Skills: Emphasise skills that are crucial for this role, such as decision-making, conflict resolution, and teamwork. Provide specific examples from your past experiences where you successfully handled difficult situations or provided exceptional service.
Show Flexibility: Since the role requires flexibility in working hours, mention your availability and willingness to work various shifts, including weekends and bank holidays. This shows your commitment to meeting the needs of the company.
Include Language Skills: If you have Welsh language skills, be sure to mention them in your application. Even though it's not essential, it can enhance your application and show your willingness to engage with the local community.
How to prepare for a job interview at Transport for Wales
✨Show Your Customer Service Passion
Make sure to express your enthusiasm for customer service during the interview. Share specific examples of how you've gone above and beyond to assist customers in previous roles, as this will demonstrate your commitment to providing excellent service.
✨Familiarise Yourself with Transport for Wales
Research Transport for Wales and their mission to transform transport in Wales. Understanding their values and goals will help you align your answers with what they are looking for in a candidate, showing that you're genuinely interested in the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle difficult situations. Prepare by thinking of examples where you've successfully resolved conflicts or provided solutions under pressure, as this is crucial for a front-line role.
✨Highlight Flexibility and Teamwork
Since the role requires flexibility in working hours and locations, be ready to discuss your availability and willingness to adapt. Also, emphasise your ability to work well in a team, as collaboration is key in a customer service environment.
