Customer Experience Advisor (14-Month FTC) - Flexible Shifts

Transport for Wales; Pontypridd; On-site; GBP 18,000 - 24,000; Full time

Job summary

Transport for Wales is seeking a customer service adviser to provide first line support across telephone, email and social channels for projects including fflecsi, Concessionary TravelCards and Transport for Wales Passenger Assist. The role involves flexible shifts between 7am and 7pm, Monday to Sunday, on a 14-month fixed-term contract.

Applicants should have previous customer service experience, be comfortable with IT systems and Excel, and handle high volumes of enquiries.

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 Excel.

Responsibilities

• Provide first line telephone and email support to customers across projects.
• Respond to queries and complaints via telephone, live chat, email and social media to resolve issues promptly.
• Complete daily administrative tasks in CRM systems to support telephony contracts.
• Demonstrate understanding of TfW projects and communicate updates to customers.
• Inform customers of potential changes and build relationships with stakeholders for a positive end-to-end experience.

Skills

Customer service

Multichannel support

IT systems

Email communication

Tools

Microsoft Office

Job description

Transport for Wales is seeking a customer service adviser to provide first line support across telephone, email and social channels for projects including fflecsi, Concessionary TravelCards and Transport for Wales Passenger Assist. The role involves flexible shifts between 7am and 7pm, Monday to Sunday, on a 14-month fixed-term contract.

Applicants should have previous customer service experience, be comfortable with IT systems and Excel, and handle high volumes of enquiries.