At a Glance
- Tasks: Provide top-notch customer support via phone, email, and social media.
- Company: Join Transport for Wales, transforming travel across the nation.
- Benefits: Competitive salary, flexible learning opportunities, and a diverse work environment.
- Other info: Embrace diversity and grow your career in a dynamic team.
- Why this job: Make a real difference in customer experiences while supporting sustainable transport.
- Qualifications: Fluent Welsh speaker with customer service experience and IT skills.
The predicted salary is between 24750 - 30250 £ per year.
Provide first line support to customer enquiries and customer complaints across telephone and other channels, working on the 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.
Role responsibilities:
- Responding to customer requests, queries and complaints in an efficient and professional manner via telephone, in line with agreed service level agreements and key performance indicators.
- Responding to customer queries (inbound and outbound) and complaints by communicating via telephone, live chat, email 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, email, social media and live chat providing them with accurate and consistent information regarding the different telephony service contracts.
- Demonstrate a comprehensive understanding of various TfW projects by keeping abreast of changes to ensure that information is effectively communicated to customers.
- Provide ad-hoc support for other projects by flexibly adapting workload to maintain the highest level of customer satisfaction.
- Respond to calls efficiently by adhering to the service level agreement/key performance indicators (KPIs) to enhance a positive customer experience.
Who we're looking for:
- Fluent Welsh speaker.
- 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.
- Familiarity with Microsoft Office software (Including Microsoft Excel).
Welsh Language Skills:
Welsh language skills are an essential requirement for this role. TfW support anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.
Equal Opportunities:
We're changing the way the transport industry looks. By celebrating and embracing differences, we're building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels.
Who we are:
Transport for Wales is changing the way Wales travels, making sustainable transport the first choice. We're building a multimodal integrated transport network called the T Network, making it easier for people to travel by train, bus, walking, wheeling and cycling.
Next steps:
See attached Job Description for further details and how to apply. If you want to find out more about what we're doing in Wales, see our Annual Report. We're a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful. This advert will close at 23:59 on the day of the application closing date stated above. However, we reserve the right to close this vacancy early if we receive enough applications. We encourage you to submit your application as early as possible.
Customer Service Advisor - Penrhyndeudraeth, Wales in Derwen employer: Transport for Wales
At Pullman Rail, we pride ourselves on being one of Wales' leading inclusive employers, fostering a diverse work environment that reflects the communities we serve. As a Buyer in our Procurement team, you will benefit from a supportive culture that values professional growth and development, alongside competitive remuneration and opportunities to engage in meaningful projects within the safety-critical rail sector. Join us to make a significant impact while enjoying a collaborative atmosphere that encourages innovation and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Penrhyndeudraeth, Wales in Derwen
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Transport for Wales. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Transport for Wales before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor - Penrhyndeudraeth, Wales in Derwen
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Transport for Wales:Your cover letter is your chance to shine! Tell us why you want to work at Transport for Wales specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Transport for Wales!
How to prepare for a job interview at Transport for Wales
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
