First-Line CX Advisor - 14-Month Contract

TfW Business Daily Group; Graigwen; On-site; GBP 21,000 - 26,000; Full time

Job summary

Transport for Wales is recruiting for a 14-month fixed-term Contact Centre Advisor to provide first-line support across telephone, email and social channels. You will assist with projects such as fflecsi, Concessionary TravelCards, and Passenger Assist, and work shifts between 7am and 7pm, Monday to Sunday.

You’ll handle queries and complaints, use CRM systems, and stay updated with project changes to deliver a high-quality service while collaborating with internal and external partners.

Qualifications

• Previous experience in a customer service role.
• Experience using a variety of IT systems.
• Experience handling high volumes of customer queries and complaints.
• Experience communicating with customers via email channels.
• Familiarity with Microsoft Office software, including Excel.

Responsibilities

• Provide first line telephone support along with email and social media channel support to customers.
• Respond to customer queries and complaints via telephone, live chat, email and social media to resolve issues promptly.
• Complete daily administrative tasks across systems and use the CRM to respond to emails.
• Demonstrate understanding of TfW projects and keep customers informed of changes.
• Inform customers of potential changes by engaging internal and external stakeholders for a positive end-to-end experience.

Skills

Customer service

IT systems

High volume handling

Email communication

Excel

Job description

Transport for Wales is recruiting for a 14-month fixed-term Contact Centre Advisor to provide first-line support across telephone, email and social channels. You will assist with projects such as fflecsi, Concessionary TravelCards, and Passenger Assist, and work shifts between 7am and 7pm, Monday to Sunday.

You’ll handle queries and complaints, use CRM systems, and stay updated with project changes to deliver a high-quality service while collaborating with internal and external partners.