Customer Experience Advisor

Transport for Wales; Graigwen; On-site; GBP 21,000 - 26,000; Full time

Job summary

Transport for Wales is recruiting for a 14-month fixed-term Contact Centre Advisor to provide first-line support across telephone, email and social channels. You will assist with projects such as fflecsi, Concessionary TravelCards, and Passenger Assist, and work shifts between 7am and 7pm, Monday to Sunday.

You’ll handle queries and complaints, use CRM systems, and stay updated with project changes to deliver a high-quality service while collaborating with internal and external partners.

Qualifications

• Previous experience in a customer service role.
• Experience using a variety of IT systems.
• Experience handling high volumes of customer queries and complaints.
• Experience communicating with customers via email channels.
• Familiarity with Microsoft Office software, including Excel.

Responsibilities

• Provide first line telephone support along with email and social media channel support to customers.
• Respond to customer queries and complaints via telephone, live chat, email and social media to resolve issues promptly.
• Complete daily administrative tasks across systems and use the CRM to respond to emails.
• Demonstrate understanding of TfW projects and keep customers informed of changes.
• Inform customers of potential changes by engaging internal and external stakeholders for a positive end-to-end experience.

Skills

Customer service

IT systems

High volume handling

Email communication

Excel

Job description

Please note that this is a 14-month fixed-term contract.

The Role

Provide first line support to customer enquiries and complaints across telephone, email and other channels supporting projects such as, fflecsi, Concessionary TravelCards, Transport for Wales Passenger Assist along with supporting other projects as required and where contracts are secured.

You will be required to work various shifts between the hours of 7am - 7pm, Monday - Sunday.

Role responsibilities

• Support the successful operation of the Contact Centre by providing first line telephone support along with email and social media channel support to customers by undertaking varied actions in line with our projects.
• 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 our customer. Provide accurate and consistent information in response to queries/complaints to deliver the highest level of service across all contracts managed by the Contact Centre.
• Complete daily administrative tasks on various systems to ensure seamless operation of all the telephony service contracts undertaken by the Customer Experience Advisors. Use the CRM system to respond to customer emails in a professional and timely manner.
• Demonstrate a comprehensive understanding of various TfW projects by keeping abreast of changes to ensure that information is effectively communicated to customers.
• Use initiative to inform customers of any potential changes, gaining insight by building relationships with various internal and external stakeholders to ensure a positive end to end customer experience.

Who we're looking for

• Previous experience working in a customer service role.
• Experience of using a variety of IT systems.
• Experience handling high volumes of customer queries and complaints.
• Experience of communicating to customers through email channels.
• Familiarity with Microsoft Office software (Including Microsoft Excel).

Welsh Language Skills

While not essential for this role, Welsh language skills would make a great addition to your application.

TfWsupport anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.

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.

We're 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.