Customer Service Advisor (1009)

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

Job summary

Transport for Wales is seeking dedicated Customer Service Advisors to ensure a safe, welcoming environment for customers at our stations and bus interchanges. You will guide customers through the journey, assist with ticket purchases, monitor gates, and support accessibility needs with a professional attitude.

The role requires flexibility to work shifts, including weekends and bank holidays, and the ability to deliver consistent, high-quality service both independently and as part of a team.

Qualifications

• Excellent communication skills and ability to provide clear information to customers.
• Strong organisational skills and attention to detail in a fast-paced environment.
• Customer-focused approach with ability to remain calm and professional in all situations.

Responsibilities

• Assist customers with ticket purchases at ticket offices, self-service machines, or via the app.
• Monitor ticket gates, check tickets, and issue penalties when appropriate.
• Assist customers on platforms and oversee the safe and timely dispatch of trains.
• Provide support for customers with accessibility needs.
• Offer guidance to customers at busy bus interchanges.

Skills

Communication skills

Organisational skills

Customer focused

Flexibility

Problem solving

Teamwork

Job description

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

The Role

As a Customer 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 communication skills
• 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 their skills. We offer online learning, classroom courses and funding attendance at local community courses.

Equal Opportunities

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 are 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.