Customer Service Advisor

TfW Business Daily Group; Aberystwyth; On-site; GBP 17,000 - 22,000; Full time

Job summary

Transport for Wales is hiring Customer Service Advisors to ensure a safe, efficient, and welcoming experience for customers at our train stations and bus interchanges. You will assist with ticket purchases, monitor gates, and support customers throughout their journey.

The role requires strong organisational and communication skills, a customer‑first mindset, and the ability to work flexibly, including weekends and bank holidays.

Qualifications

• Excellent customer service and communication abilities.
• Willingness to work flexible shifts, including weekends/bank holidays.
• Welsh language skills would be a plus.

Responsibilities

• Assisting customers buying tickets at ticket offices, self-service machines or via app.
• Monitoring ticket gates, checking tickets, and issuing penalty fares where appropriate.
• Assisting customers on the platforms and overseeing the safe and timely dispatch of trains.
• Providing assistance to customers with accessibility needs.
• Guidance and support at busy bus interchange.

Skills

Organisational skills

Customer focus

Flexibility

Dealing with difficult situations

Customer service quality

Teamwork

Communication skills

Job description

Are you passionate about deliveringexceptional customer service? We're currently recruiting fordedicated and customer-focused individuals to join our front-line Customer Operations team.

The Role

As aCustomer Service Advisor,you will be responsible for ensuring a safe, efficient, and welcoming environment for all customers across our busy station or bus interchange. You will be responsible for providing clear communication and consistent support throughout each stage of the customer journey.

Role responsibilities

• Assisting customers buying tickets at our ticket offices, self-service ticket machines or via our app;
• Monitoring ticket gate barriers, checking tickets, and issuing penalty fares where appropriate.
• Assisting customers on the platforms and overseeing the safe and timely dispatch of trains.
• Providing assistance to customers with accessibility needs.
• Offering guidance and support to customers at our busy bus interchange

Who we're looking for

• Excellent organisational skills
• Customer Focused
• Be flexible in approach
• Ability to deal appropriately with difficult situations
• Ability to provide a consistent high-quality service to customers
• Ability to work alone and as part of a team
• Ability to provide excellent information to customers and colleagues

As a transport operating company, we are there for our customers whenever they need to travel – so flexibility to work shifts, including weekends and bank holidays, is essential.

Welsh Language Skills

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

TfW support anyone who wants to learn Welsh or improve your 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.

This advert will close at 23:59 on the day of the application closing date stated above. However, we reserve the right to close this vacancy early if we receive enough applications. We encourage you to submit your application as early as possible.