Transport Customer Service Supervisor: Lead & Train Teams

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

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.