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
Leading a team of Customer Experience and Administration Advisors in a contact centre team. Ensuring effective support is given to the concessionary bus pass scheme, the fflecsi bus project and other TfW customer facing projects as required by providing first line customer service support.
1. Manage a team of Customer Experience Advisors/Administration Assistants, acting as a point of escalation for queries relating to concessionary bus pass, fflecsi and other projects as required to enable the team to deliver outstanding customer service. Feedback regularly on team's phone/email quality through spot checks, delivering training when required.
2. Oversee holiday requests, sickness absence, and performance reviews to maintain accurate team records and support a culture of continuous improvement.
3. Monitor the various administration systems daily to ensure seamless operation of the fflecsi and concessionary schemes.
4. Engage with our customers via telephone or email to provide them with accurate and consistent information regarding our services, ensuring that TfW deliver the highest level of service across all contracts managed by the contact centre.
Who we’re looking for
5. Previous experience working in a customer service/contact centre environment.
6. Previous experience of leading a large customer front line team.
7. Experience of using a variety of IT systems.
8. Experience of using CRM systems.
9. Excellent verbal and written communications skills.
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.