Customer Experience Advisor — First‑Line Support

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

Job summary

Transport for Wales is recruiting for two contact centre roles to provide first line support to customer enquiries across telephone, email and social channels. One permanent full-time position and one six-month fixed-term contract are available.

You will work shifts 7am–7pm, Monday to Sunday, handling queries, complaints, and project-related requests across TfW projects including fflecsi, Concessionary TravelCards, and Passenger Assist.

Qualifications

• Previous experience working in a customer service role.
• Experience 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).

Responsibilities

• Provide 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.
• Complete daily administrative tasks on various systems to ensure seamless operation of all the telephony service contracts undertaken by the Customer Experience Advisors.
• 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.

Skills

Customer service experience

IT systems

Handling high volumes

Email communication

Microsoft Excel

Tools

Microsoft Excel

Job description

Transport for Wales is recruiting for two contact centre roles to provide first line support to customer enquiries across telephone, email and social channels. One permanent full-time position and one six-month fixed-term contract are available.

You will work shifts 7am–7pm, Monday to Sunday, handling queries, complaints, and project-related requests across TfW projects including fflecsi, Concessionary TravelCards, and Passenger Assist.