Customer Experience Advisor - 6-Month Contract

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

Job summary

Transport for Wales is seeking a Customer Experience Advisor to provide first-line support to customer enquiries and complaints across telephone, email and channels for TfW projects. You will handle high volumes and use IT systems and Microsoft Office to respond promptly and accurately, ensuring a high-quality service.

The role requires working shifts from 7am to 7pm, Monday to Sunday, on a six-month fixed-term contract based in Wales. Prior customer service experience is essential.

Qualifications

• Previous experience in a customer service role.
• Experience handling high volumes of customer queries and complaints.
• Experience communicating via email channels.
• Familiarity with Microsoft Office software (Excel).

Responsibilities

• Provide first line telephone, email and social media support to customers on TfW projects.
• Respond to inquiries and complaints with accurate information to deliver high-quality service.
• Complete daily administrative tasks in CRM systems to support telephony contracts.
• Stay informed about TfW projects to communicate changes effectively to customers.
• Inform customers of potential changes and build relationships with internal/external stakeholders for a positive end-to-end experience.

Skills

Customer service

Multi-channel support

High volume handling

Email correspondence

Tools

CRM systems

Microsoft Excel

Job description

Transport for Wales is seeking a Customer Experience Advisor to provide first-line support to customer enquiries and complaints across telephone, email and channels for TfW projects. You will handle high volumes and use IT systems and Microsoft Office to respond promptly and accurately, ensuring a high-quality service.

The role requires working shifts from 7am to 7pm, Monday to Sunday, on a six-month fixed-term contract based in Wales. Prior customer service experience is essential.