Please note: we are actively recruiting for our South Wales talent pool. If you are already in the talent pool for this location, your position will not be impacted. Please only apply for one location. If you are within a suitable travel distance for more than one location, this can be discussed at interview stage.
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
Are you passionate about delivering exceptional customer service? We’re recruiting for dedicated and customer-focused individuals to join our front-line Customer Operations team.
As a Customer Service Advisor, you will be responsible for ensuring a safe, efficient, and welcoming environment for all customers across our busy station or bus interchange. You will be responsible for providing clear communication and consistent support throughout each stage of the customer journey.
You may be assigned to any of the following key areas:
1. Assisting customers buying tickets at our ticket offices, self-service ticket machines or via our app;
2. Monitoring ticket gate barriers, checking tickets, and issuing penalty fares where appropriate.
3. Assisting customers on the platforms and overseeing the safe and timely dispatch of trains.
4. Providing assistance to customers with accessibility needs.
5. Offering guidance and support to customers at our busy bus interchanges
6. Assisting in maintaining a high standard of station presentation and cleanliness, ensuring the environment remains clean, well-presented, and welcoming to all customers.
This is a dynamic and varied role that requires the ability to think quickly and act decisively in a fast-paced environment. A genuine passion for customer service is essential. Our Customer Operations teams are empowered to take ownership and make a meaningful difference to every customer interaction.
We want you to be proud of the area you work in and be an ambassador for our brand, by providing an inclusive, clean and welcoming environment.
By engaging with customers, offering accurate and timely information, and enabling them to make informed travel decisions, you will help build trust and confidence in our services and our organisation.
You will also be expected to follow established safety procedures at all times, ensuring the wellbeing of both customers and colleagues remains a top priority.
Who we’re looking for
7. Proven ability to deliver excellent front-line customer service
8. Strong verbal and written communication skills
9. Strong organisation skills
10. Confident decision-maker in fast-paced environments, with the ability to multi-task
11. Calm and professional when handling challenging situations
12. Ability to provide accurate information to customers
13. Comfortable working within established procedures, rules and safety regulations
14. Able to work both independently and as part of a team
As a transport operating company, we are there for our customers whenever they need to travel – so flexibility to work shifts, including weekends and bank holidays, is essential.
Joining our Talent Pool
If you are successful after interview stage but there is not a role immediately available, you will be placed into our Talent Pool for a period of 12 months where you will be considered as and when a suitable position arises.
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.