Customer Service Advisor - Talent Pool (0999)

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

Job summary

Transport for Wales is currently recruiting for Customer Service Advisors to join our front-line Customer Operations team. You will ensure a safe, welcoming environment and provide clear communication across the customer journey.

Key duties include helping customers with tickets, monitoring gates, assisting on platforms and at bus interchanges, and supporting accessibility needs while working flexible shifts, including weekends and holidays.

Qualifications

• Excellent communication and interpersonal skills.
• Strong organisational abilities and attention to detail.
• Customer-focused with a positive attitude.
• Flexible and adaptable to shift patterns, including weekends and holidays.
• Able to handle difficult situations calmly and professionally.
• Committed to delivering high-quality customer information and guidance.
• Willing to work independently or as part of a team.
• Welsh language skills are a nice-to-have but not essential.

Responsibilities

• Assist customers buying tickets at ticket offices, self-service machines or via the app.
• Monitor ticket gates, check tickets and issue penalties as required.
• Assist customers on platforms and oversee safe train dispatch.
• Provide assistance to customers with accessibility needs.
• Offer guidance to customers at the busy bus interchange.

Skills

Excellent communication skills

Excellent organisational skills

Customer focused

Flexible in approach

Ability to deal with difficult ситуаtі

Ability to provide high-qualityService

Work alone

Team work

Job description

Please Note: We are actively recruiting for our talent pool, if you are already in the talent pool for this location, your position will not be impacted.

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

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.

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

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.

Next steps

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.