Customer Service Advisor - Revenue

Transport for Wales; Cardiff; On-site; GBP 40,000 - 60,000; Part time

Job summary

Transport for Wales is seeking a part-time Customer Service Advisor in Cardiff. As the first point of contact, the advisor will provide high-quality service and assist customers with ticketing and information across our network. Flexibility for various shifts is essential, and Welsh language skills are a bonus.

Qualifications

• Able to deliver excellent front-line customer service.
• Able to make decisions in a confident manner.
• Ability to deal appropriately with difficult situations.

Responsibilities

• Ensure a high standard of customer service and assist customers.
• Inspect tickets and issue penalty fares for fare evasion.
• Assist customers with accessibility needs and operate gate lines.

Skills

Customer Service

Decision Making

Regulation Knowledge

Job description

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Customer Service Advisor - Revenue, Cardiff

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Client:

Transport for Wales

Location:

Cardiff, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

37b3a32039a5

Job Views:

4

Posted:

02.07.2025

Expiry Date:

16.08.2025

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Job Description:

Please note:

• This is a part-time 17.5-hour contract.
• You will work 2 days per week across Monday – Sunday. Earliest starting time 06:00, latest finish time 23:00. You must be flexible to work mornings, evenings and weekends.
• During the training period you will work 35 hours per week Monday – Friday 09:30 – 16:30, which will last for a total of 4 weeks.

At Transport for Wales we value diversity. It makes us stronger, helps us understand our customers better, make better decisions and be more innovative. Everyone’s different and has their own perspective so we’re building a diverse team that mirrors the communities we serve. Through this we’re determined to be one of Wales' leading inclusive employers. We’re creating an inclusive transport network that everyone in Wales can be proud of.

Who we are

At Transport for Wales, we’re on a mission to transform transport in Wales and make it fit for the future, whether that’s rail, bus, walking or cycling. We want to inspire a nation to change the way it travels, so that we all travel more sustainably and help to combat the climate emergency we’re all facing.

We’re an open and inclusive place to work, where everyone is welcome and our people are supported to reach their full potential. We want to create an environment where our people can grow and succeed. This is key to enabling us to deliver on the promises we’ve made to the people of Wales to build a sustainable transport network that meets their needs.

Role Responsibilities

We are currently recruiting for Customer Service Advisor’s to join our front-line revenue team covering our South Wales network. You must be flexible to work at multiple locations across the network.

Our Customer Service Advisor’s are the first point of contact for customers at the station and they undertake a diverse range of responsibilities:

• Ensure a high standard of customer service, greeting and assisting customers, providing accurate information on timetables, delays, platform changes and onward travel between different modes of transport.
• Checking customers’ tickets throughout the stations, inspecting tickets and issuing penalty fares for fare evasion.
• Helping customers to access the platforms and facilities comfortably and safely, assisting customers with accessibility needs.
• Assisting with ticket sales via the ticket office, ticket vending machines or mobile devices and also promoting digital ticket methods (Pay as You Go and via the App).
• Helping customers access our stations by operating gate lines.
• Supporting special events and protecting our network against fare evasion during events.
• Conduct accurate customer surveys, counts, ticket checks and compile appropriate reports as required.
• Act as an authorised collector within the scope of the railways (penalty fares) guidelines 2018 and issue penalty fare notices as necessary and according to the regulations.

Your role will be varied, and you will need to be able to think on your feet to assist customers in a busy environment whilst also following safety procedures. Being passionate about customer service is a must. Our stations teams are given the responsibility and ownership to make a difference, you’ll play a key part in transforming how we deliver customer excellence at every step of the journey.

Recognition and continued commitment to our new multi-modal ways of working as we evolve our integrated transport model.

Who we’re looking for

• Able to deliver excellent front-line customer service
• Able to make decisions in a confident manner
• Ability to deal appropriately with difficult situations and remain calm
• Comfortable working within strict procedures, following rules and regulations
• Able to work as part of a team or independently
• Knowledge of railway byelaws and the Regulation of Railways Act

As a transport operating company, we are there for our customers whenever they need to travel – this means that you will be happy to work a variety of shifts, including bank holidays and weekends.

Joining Our Talent Pool

If you are successful after interview stage but there is not a role immediately available, you will be placed into our Talent Pool for a period of 12 months where you will be considered as and when a suitable position arises.

Welsh Language Skills

The ability to speak/write Welsh would make a great addition to your application, but it is not essential for this role.

Transport for Wales supports and promotes the use of the Welsh Language by employees and will encourage them to develop, improve and maintain their Welsh Language skills. We fully support our people who want to improve their Welsh language skills, and personal development for Welsh Language skills are offered in a variety of ways such as online learning, classroom courses and funding attendance at local community courses.

Next Steps

Does this role sound like the opportunity you are looking for? Do you want to find out more? See attached Job Description for further details.

TFW is a Disability Confident employer. We are happy to discuss any reasonable adjustments you may need in the recruitment process or as part of the role if you are successful.

This advert will close at midnight on the day of the application closing date stated above. We do encourage you to submit your application as early as possible.

Please note, we reserve the right to close this vacancy early if we receive sufficient applications.

If you have submitted an application for this role within the last 6 months and were unsuccessful, please do not re-apply as regrettably, your application will not be considered.