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- Tasks: Assist passengers with diverse needs at Cardiff Central Station for a safe travel experience.
- Company: Transport for Wales is transforming transport in Wales for a sustainable future.
- Benefits: Inclusive work environment, opportunities for personal growth, and support for Welsh language skills.
- Why this job: Make a real difference in people's travel experiences while working in a supportive team.
- Qualifications: GCSE English (Grade C or above) and customer service experience required.
- Other info: Initial 3-month secondment with potential for extension; flexible shifts including weekends.
The predicted salary is between 20000 - 30000 £ per year.
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Travel Companion – Cardiff Central, 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:
69c76521c650
Job Views:
2
Posted:
12.07.2025
Expiry Date:
26.08.2025
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Job Description:
Please note: this is initially a 3 month secondment with the possibility of extension.
Please note: this position is only available to candidates employed within Transport for Wales. If you are not eligible to apply for this position, your application will not be considered.
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
As a Travel Companion you will be responsible for providing dedicated, compassionate and exceptional assistance to passengers with diverse needs across the Transport for Wales Network.
You will play a pivotal role at our Cardiff Central Station, ensuring that all passengers who use our assistance booking service, including those with disabilities, elderly individuals, and those requiring extra support, have a safe, comfortable, and enjoyable travel experience with Transport for Wales.
Travel Companion responsibilities:
- Greeting and interacting with passengers, offering personal assistance to passengers with reduced mobility, disabilities, or special requirements, ensuring they can access trains, platforms, and facilities comfortably and safely whilst in our care.
- You will accompany our passengers that require assistance with boarding which may include carrying and stowing their luggage as required, ensuring it is secure and easily accessible for the customer later in their journey.
- Providing information about train schedules, and routes, guidance on ticketing, platform locations, and other travel-related inquiries to help passengers make informed decisions.
- Coordinate with train staff, including conductors and on-train colleagues, to ensure a seamless and organised travel experience. Liaise with station personnel to coordinate timely assistance and ensure that passengers are met at their destinations.
- Identify solutions to challenges that may exist, develop a plan, support, and work closely with the TfW A & I Team to ensure we give the best possible service to our customers, in a professional and caring manner.
- Maintaining a professional and courteous demeanour while interacting with passengers from diverse backgrounds. Always ensuring the safety of the passengers by following the established safety protocols and guidelines in place at each location.
- Lead and support station colleagues as an SME (Subject Matter Expert) on all elements of the Passenger assist programme, including the use of technology, driving a step change across the network.
As part of the Travel Companion role, you will also be responsible for supporting our Customer Relation team during busy periods. You will promptly and professionally address customer complaints, deal with customer queries, and respond to customer feedback via a range of contact methods including letter, email, telephone and social media platforms.
Customer Relations Responsibilities:
- Record accurate information about customers, cases and contact reasons into the CRM system.
- Produce quality written responses to all customer contacts that comply with our regulatory timescales, Complaint Handling Procedure and internal guidelines.
- Ensure all customer contacts are fully investigated using a variety of resources and industry systems, including liaising with other internal departments and industry stakeholders, and escalating any contentious issues or dissatisfied customers to a senior member of the team.
- Research complaints around Passenger Assistance, seek mitigation and implement plans to improve across the function.
Who we’re looking for
- GCSE or equivalent English Language (Grade C or above)
- Prior experience in a customer service or passenger assistance role.
- Excellent verbal and written communication skills
- Attention to detail and strong organisational skills to manage multiple tasks effectively.
- Excellent IT skills and computer literate
- Problem-solving skills to address passenger concerns and unexpected situations.
- Knowledge of accessibility regulations, disability etiquette, and an understanding of the challenges faced by passengers with reduced mobility or disabilities.
- Diversity Inclusion Training (Desirable)
As a train 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 evenings, weekends and bank holidays.
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.
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Travel Companion - Cardiff Central employer: Transport for Wales
Contact Detail:
Transport for Wales Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Travel Companion - Cardiff Central
✨Tip Number 1
Familiarise yourself with Transport for Wales and their commitment to inclusivity. Understanding their values and mission will help you align your approach during interviews and discussions, showcasing how you can contribute to their goals.
✨Tip Number 2
Network with current employees at Transport for Wales, especially those in customer service or passenger assistance roles. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your application.
✨Tip Number 3
Brush up on your knowledge of accessibility regulations and disability etiquette. Being well-versed in these areas will not only boost your confidence but also demonstrate your commitment to providing exceptional support to passengers with diverse needs.
✨Tip Number 4
Prepare to discuss real-life scenarios where you've provided excellent customer service or assistance. Having specific examples ready will help you illustrate your problem-solving skills and ability to handle unexpected situations effectively.
We think you need these skills to ace Travel Companion - Cardiff Central
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Travel Companion position. Understand the responsibilities and required skills, as this will help you tailor your application to highlight relevant experiences.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in customer service or passenger assistance roles. Use specific examples that demonstrate your ability to provide compassionate support and handle diverse needs.
Showcase Communication Skills: Since excellent verbal and written communication skills are crucial for this role, ensure your application reflects this. Write clearly and concisely, and consider including examples of how you've effectively communicated with customers in the past.
Express Your Commitment to Diversity: Transport for Wales values diversity and inclusion. In your application, mention your understanding of accessibility regulations and your commitment to providing an inclusive service. This will show that you align with their values and mission.
How to prepare for a job interview at Transport for Wales
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Travel Companion. Be prepared to discuss how your previous experience aligns with the role, especially in customer service and assisting individuals with diverse needs.
✨Showcase Your Communication Skills
As a Travel Companion, excellent verbal and written communication skills are crucial. During the interview, demonstrate your ability to communicate clearly and effectively. You might be asked to provide examples of how you've handled customer queries or complaints in the past.
✨Highlight Your Problem-Solving Abilities
Be ready to discuss specific situations where you've had to think on your feet and resolve issues. Transport for Wales values problem-solving skills, so share examples that showcase your ability to handle unexpected challenges while maintaining a professional demeanour.
✨Emphasise Your Commitment to Diversity and Inclusion
Transport for Wales is dedicated to building a diverse team. Be prepared to talk about your understanding of accessibility regulations and disability etiquette. Share any relevant training or experiences that demonstrate your commitment to creating an inclusive environment for all passengers.
