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- Tasks: Assist customers with ticketing, provide information, and ensure a high standard of service.
- Company: Join Transport for Wales, transforming transport for a sustainable future.
- Benefits: Flexible part-time hours, inclusive work culture, and opportunities for personal development.
- Why this job: Be part of a diverse team making a real impact on travel in Wales.
- Qualifications: Excellent customer service skills and ability to handle challenging situations.
- Other info: Welsh language skills are a plus, but not essential.
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Customer Service Advisor – Revenue, Cardiff
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Client:
Transport for Wales
Location:
Cardiff, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
37b3a32039a5
Job Views:
4
Posted:
02.07.2025
Expiry Date:
16.08.2025
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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 South 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 interviews.
✨Tip Number 2
Brush up on your customer service skills by practising common scenarios you might face as a Customer Service Advisor. Role-playing difficult situations with friends or family can help you stay calm and confident when dealing with real customers.
✨Tip Number 3
Show your flexibility and willingness to work varied shifts by preparing a schedule that highlights your availability. This will reassure the hiring team that you are ready to meet the demands of the role.
✨Tip Number 4
If you have any Welsh language skills, be sure to mention them during your interview. Even if it's not essential, it shows your commitment to the community and could give you an edge over 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 company's needs.
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.
✨Understand the Role's Responsibilities
Familiarise yourself with the key responsibilities outlined in the job description. Be prepared to discuss how your skills and experiences align with tasks such as ticket checking, assisting customers with accessibility needs, and handling difficult situations.
✨Demonstrate Flexibility
Since the role requires flexibility in working hours, be ready to discuss your availability and willingness to work various shifts, including weekends and bank holidays. This shows that you are adaptable and committed to meeting the company's needs.
✨Knowledge of Railway Regulations
While not mandatory, having a basic understanding of railway byelaws and the Regulation of Railways Act can set you apart from other candidates. Research these regulations and be prepared to discuss how they relate to customer service and safety.
