Part-Time Customer Experience Advisor (6‑Month Contract)

TfW Business Daily Group; United Kingdom; Remote; GBP 12,000 - 17,000; Part time

Job summary

Transport for Wales is seeking a proactive Customer Support Advisor on a 6-month fixed-term contract for 22.5 hours per week. You will deliver first-line support across telephone, email and social channels, handling enquiries and complaints for projects such as fflecsi, Concessionary TravelCards and Passenger Assist.

You'll work shifts between 7am and 7pm, Monday to Sunday, providing accurate information, utilising IT systems and CRM tools to ensure a high-quality customer experience across

Qualifications

• Previous experience working in a customer service role.
• Experience using a variety of IT systems.
• Experience handling high volumes of customer queries and complaints.
• Experience communicating to 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 by undertaking varied actions in line with our projects.
• Respond to customer queries (inbound and outbound) and complaints by communicating via telephone, live chat, email and social media to resolve issues in a timely manner ensuring a high-quality service to our customer.
• Complete daily administrative tasks on various systems to ensure seamless operation of all the telephony service contracts undertaken by the Customer Experience Advisors.
• Demonstrate a comprehensive understanding of various TfW projects by keeping abreast of changes to ensure that information is effectively communicated to customers.
• Use initiative to inform customers of any potential changes, gaining insight by building relationships with various internal and external stakeholders to ensure a positive end to end customer experience.

Skills

Customer service experience

IT systems experience

Handling high volume inquiries

Email communication

Microsoft Office (Excel)

Tools

CRM system

Microsoft Office

Job description

Transport for Wales is seeking a proactive Customer Support Advisor on a 6-month fixed-term contract for 22.5 hours per week. You will deliver first-line support across telephone, email and social channels, handling enquiries and complaints for projects such as fflecsi, Concessionary TravelCards and Passenger Assist.

You'll work shifts between 7am and 7pm, Monday to Sunday, providing accurate information, utilising IT systems and CRM tools to ensure a high-quality customer experience across