The Role
Provide first line support to customer enquiries and complaints across telephone, email and other channels, supporting projects such as fflecsi, Concessionary TravelCards, Transport for Wales Passenger Assist, along with supporting other projects as required and where contracts are secured.
Shifts are varied between the hours of 7am and 7pm, Monday to Sunday.
Role Responsibilities
* Support the successful operation of the Contact Centre by providing first line telephone support along with email and social media channel support to customers, undertaking varied actions in line with our projects.
* Respond to customer queries (inbound and outbound) and complaints via telephone, live chat, email and social media, resolving issues in a timely manner and ensuring a high‑quality service to our customers.
* Complete daily administrative tasks on various systems to ensure seamless operation of all telephony service contracts managed by the Customer Experience Advisors, using the CRM system to respond to customer emails professionally and promptly.
* Maintain a comprehensive understanding of various TfW projects by keeping abreast of changes and communicating information effectively to customers.
* Use initiative to inform customers of any potential changes, building relationships with internal and external stakeholders to ensure a positive end‑to‑end customer experience.
Who We're Looking For
* Previous experience working in a customer service role.
* Experience of using a variety of IT systems.
* Experience handling high volumes of customer queries and complaints.
* Experience communicating to customers through email channels.
* Familiarity with Microsoft Office software, including Microsoft Excel.
Welsh Language Skills
Welsh language skills are not essential for this role, but would be a valuable addition to your application. TfW supports anyone who wants to learn Welsh or improve their skills, offering online learning, classroom courses and funding for 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.
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