First-Line CX Advisor (6‑Month Contract) – Part‑Time

Transport for Wales; Pontypridd; On-site; GBP 12,000 - 18,000; Part time

Job summary

Transport for Wales is hiring for a 6-month fixed-term contact centre role based in Pontypridd. The role provides first-line support across phone, email and social channels for projects such as fflecsi and Concessionary TravelCards, with varied shifts from 7am to 7pm, Monday to Sunday.

The ideal candidate has prior customer service experience and proficiency with IT systems. Welsh language skills would be beneficial.

Qualifications

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

Responsibilities

• Provide first line support to customer enquiries and complaints via telephone, email and social channels.
• Respond to queries and complaints to resolve issues promptly with a high level of service across contracts.
• Complete daily admin tasks on systems to ensure smooth operation of telephony contracts; use CRM to respond to emails.
• Stay informed on TfW projects to communicate accurate information to customers.
• Use initiative to inform customers of changes and build relationships with stakeholders for a positive end-to-end experience.

Skills

Customer service experience

IT systems experience

High volume handling

Email communication

MS Office / Excel

Tools

CRM systems

Job description

Transport for Wales is hiring for a 6-month fixed-term contact centre role based in Pontypridd. The role provides first-line support across phone, email and social channels for projects such as fflecsi and Concessionary TravelCards, with varied shifts from 7am to 7pm, Monday to Sunday.

The ideal candidate has prior customer service experience and proficiency with IT systems. Welsh language skills would be beneficial.