Bilingual Customer Service Advisor (Welsh/English)

TfW Business Daily Group; Penrhyndeudraeth; Remote; GBP 17,000 - 21,000; Full time

Job summary

Transport for Wales is seeking a Welsh-speaking Customer Service Advisor to provide first-line support across phone, live chat, email and social media. You will respond to inquiries and complaints with professionalism, log interactions in IT systems, and support multiple TfW projects while maintaining high customer satisfaction.

The role requires fluent Welsh, strong communication in both Welsh and English, and experience in customer service.

Qualifications

• Welsh language skills essential for the role.
• Experience delivering customer service in a fast-paced environment.
• Able to navigate IT systems and databases to assist customers.
• Clear verbal and written communication in Welsh and English.
• Proficient with Microsoft Office tools including Excel.

Responsibilities

• Provide first-line support for customer enquiries and complaints via phone and other channels.
• Respond to requests and resolve issues in line with SLAs and KPIs.
• Handle inbound/outbound queries via phone, live chat, email and social media to ensure high-quality service.
• Update and consult administration systems to maintain seamless operation of telephony contracts.
• Engage with customers to provide accurate information about TfW projects and services.

Skills

Welsh language

Customer service

Verbal & written communication

IT systems familiarity

Microsoft Excel

Tools

Microsoft Office

Microsoft Excel

Job description

Transport for Wales is seeking a Welsh-speaking Customer Service Advisor to provide first-line support across phone, live chat, email and social media. You will respond to inquiries and complaints with professionalism, log interactions in IT systems, and support multiple TfW projects while maintaining high customer satisfaction.

The role requires fluent Welsh, strong communication in both Welsh and English, and experience in customer service.