The Role
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:
- Assisting customers buying tickets at our ticket offices, self‑service ticket machines or via our app.
- Monitoring ticket gate barriers, checking tickets, and issuing penalty fares where appropriate.
- Assisting customers on the platforms and overseeing the safe and timely dispatch of trains.
- Providing assistance to customers with accessibility needs.
- Undertaking cleaning tasks in line with COSHH regulations to ensure trains are fully prepared for service, including cleaning of Controlled Emission Toilet (CET) operation throughout the day alongside general cleaning responsibilities.
Essential
- Excellent communication skills
- Excellent organisational skills
- Customer Focused
- Be flexible in approach
- Ability to deal appropriately with difficult situations
- Ability to provide a consistent high‑quality service to customers
- Ability to work alone and as part of a team
- Ability to provide excellent information to customers and colleagues
- Previous cleaning experience is required.
- Understanding of COSHH
- Ensure cleaning standards are maintained throughout the fleet.
Desirable
- Previous Customer Service Experience
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.
Welsh Language Skills
While not essential, Welsh language skills would make a great addition to your application. TfW supports anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding for attendance at 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.
Who We Are
Transport for Wales is changing the way Wales travels, making sustainable transport the first choice. We’re building a multimodal integrated transport network called the T Network, making it easier for people to travel by train, bus, walking, wheeling and cycling.
Disability Support
We are a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.
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