Customer Service Advisor - Full-time - Penrhyndeudraeth, North WalesSalary: £13.08 per hourBasis: Full 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