Customer Service Supervisor

TfW Business Daily Group; Penarth; On-site; GBP 26,000 - 36,000; Full time

Job summary

Transport for Wales is recruiting a Customer Service Supervisor to lead a team delivering high‑quality customer service across stations and interchanges in Wales. You will coach staff, support training plans, and ensure safety and security in operational areas.

Key duties include delivering on‑the‑job coaching, developing short training modules, and covering ticket offices and gatelines as required. Welsh language skills are welcomed but not essential.

Qualifications

• An effective trainer, coach and advisor with excellent communication skills.
• Ability to analyse data from sales and gatelines when required.
• Confident IT user able to use Microsoft Office and train monitoring software.

Responsibilities

• Provide on the job coaching and assessment, assist managers with training plans.
• Contribute to revenue protection plans for Customer Operations.
• Develop and deliver short training modules for stations and interchange teams.
• Deliver training for station employees including gateline, ticket machine usage and dispatch where appropriate.
• Provide cover at ticket offices, gatelines, platforms and interchanges.

Skills

Excellent communication

Training & coaching

Data analysis

Tools

Microsoft Office

Bugle

TRUST train running software

Job description

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

The Role

As an effective Customer ServiceSupervisor, you will lead by example, inspiring your team to deliverexceptional customer service, whilst providing a safe and secure environment.

Role responsibilities

• Provide on the job coaching and assessment, assist station or interchange managers with the individual and team training plans for their team.
• Contribute to the development of revenue protection plans for Customer Operations and provide revenue protection services in support of these plans.
• Develop and deliver short training modules to support the development of stations and interchange teams.
• Contributing to the delivery of training for station and interchange employees, including gateline, ticket machine usage and platform activities (including dispatch where appropriate).
• Provide cover at ticket offices, gatelines, platforms and interchanges.

Who we're looking for

• An effective trainer, coach and advisor, with excellent communication skills
• Ability to analyse the data regularly received within sales and gatelines where this is required.
• Be a confident IT user, able to use Microsoft office applications, Bugle and TRUST train running and monitoring software
• Good knowledge of railway and bus operations and services
• Good knowledge of Booking Office functionality – RJIS, STAR, cash regulations etc.
• Gateline and revenue protection experience where this is required
• Platform operational experience with dispatch competence where this is required

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.

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

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.

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.