Bilingual Welsh/English Customer Service Advisor

Transport for Wales; Penrhyndeudraeth; On-site; GBP 21,000 - 27,000; Full time

Job summary

Transport for Wales is seeking a Customer Service Advisor to provide first-line support for enquiries and complaints across telephone and other channels on various TfW projects.

Fluent Welsh speakers with experience in customer service and IT systems are encouraged to apply. The role requires excellent bilingual communication, proficient Microsoft Office skills, and the ability to deliver high-quality service across multiple platforms.

Qualifications

• Welsh language skills are essential for this role.
• Experience in customer service environment.
• Experience using a variety of IT systems.
• Excellent written and spoken communications in Welsh and English.
• Proficiency with Microsoft Office, including Excel.

Responsibilities

• Respond to customer requests and complaints via telephone and other channels within service level agreements and KPIs.
• Respond to customer queries (inbound and outbound) via telephone, live chat, email and social media to resolve issues promptly.
• Complete daily system tasks across administration systems to support telephony service contracts.
• Provide accurate information across TfW projects to ensure high service levels.
• Engage with customers via telephone, email, live chat, social media and face-to-face contact where necessary.
• Keep abreast of TfW project changes to communicate information to customers effectively.
• Provide ad-hoc support for other projects by flexibly adjusting workload to maintain customer satisfaction.
• Respond to calls efficiently by adhering to SLAs/KPIs to enhance customer experience.

Skills

Welsh language

Customer service

IT systems

Bilingual eng/welsh

MS Excel

Tools

Microsoft Excel

Job description

Transport for Wales is seeking a Customer Service Advisor to provide first-line support for enquiries and complaints across telephone and other channels on various TfW projects.

Fluent Welsh speakers with experience in customer service and IT systems are encouraged to apply. The role requires excellent bilingual communication, proficient Microsoft Office skills, and the ability to deliver high-quality service across multiple platforms.