Customer Service Advisor (0588)

Role Overview

Provide first line support to customer enquiries and customer complaints across telephone and other channels, working on demand‑responsive projects such as the Transport for Wales Rail Complaints line, National Rail Enquiries, Rail 2 Refuge, Transport for Wales Rail Passenger Assist and Transport for Wales Rail Reservations, and supporting other projects as required.

Responsibilities

• Responding to customer requests, queries and complaints in an efficient and professional manner via telephone, in line with agreed service level agreements and key performance indicators, to undertake varied actions depending on customer queries and system requirements.
• Responding to customer queries (inbound and outbound) and complaints by communicating via telephone, live chat, email and social media, to resolve issues in a timely manner ensuring a high‑quality service to customers.
• Completing daily system tasks by consulting the various administration systems to ensure seamless operation of all the telephony service contracts undertaken by Customer Service Advisors.
• Engaging with customers via telephone, email, social media and live chat, providing them with accurate and consistent information regarding the different telephony service contracts to ensure that TfW delivers the highest level of service.
• Engaging with customers by providing email, phone, live chat, social media and face‑to‑face contact where necessary to ensure TfW delivers the highest level of service across projects.
• Demonstrating a comprehensive understanding of various TfW projects by keeping abreast of changes to ensure that information is effectively communicated to customers.
• Providing ad‑hoc support for other projects by flexibly adapting workload to maintain the highest level of customer satisfaction.
• Responding to calls efficiently by adhering to the service level agreement/key performance indicators (KPIs) to enhance a positive customer experience.

Qualifications

• Fluent Welsh speaker.
• 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.
• Familiarity with Microsoft Office software (including Microsoft Excel).

Equal Opportunities

We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation.

Disability Confident Leader

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