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
Responsible for the operation, delivery, and promotion of the Customer Contact Centre by delivery of an efficient and professional service meeting performance objectives as agreed with contract holders and Head of Customer Experience Quality and Development.
1. Manage the day-to-day running and performance of the Contact Centre by providing onsite leadership, supervision, and performance management of staff to deliver an efficient and professional service.
2. Organise staffing levels by designing rotas and determining required numbers to meet demand and agreed KPIs, ensuring customer service standards remain high; manage recruitment and induction in partnership with the Recruitment Team to maintain adequate staffing.
3. Provide staff with the knowledge, support, and coaching needed to respond to customer enquiries quickly and effectively by supplying call scripts where necessary and delivering training and development to maintain service quality and up to date knowledge on customer surveys.
4. Set objectives and monitor achievements by carrying out annual performance reviews for direct reports to support the development of the team in line with Transport for Wales policies and procedures
5. Manage employee-related processes such as absence, annual leave, and timesheet submissions using the iTrent and Dynamic portals to ensure adequate staffing levels are sustained.
Who we’re looking for
Essential:
6. Demonstrable experience of leading a multi-channel contact centre operation (calls, emails, and social media).
7. Experience using a variety of IT systems, including contact centre telephony and CRM platforms.
8. Extensive experience in complaint resolution techniques.
9. Excellent verbal and written communication skills.
10. Proficient in Microsoft Office, including Excel.
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.