Welsh-English Rail Customer Service Advisor

Transport for Wales; Penrhyndeudraeth; On-site; GBP 18,000 - 24,000; Full time

Job summary

Transport for Wales is hiring a Welsh-speaking Customer Service Advisor to provide first-line support across multiple channels, including telephone, live chat, email and social media. You’ll handle inquiries and complaints, ensure compliance with SLAs, and support diverse TfW projects.

The role requires fluent Welsh and English, solid customer service experience, and familiarity with IT systems and MS Office. Join us on site in Wales to deliver outstanding service.

Qualifications

• Welsh language skills are essential for this role.
• Experience in a customer service environment is required.
• Familiarity with IT systems and MS Office (Excel) is expected.
• Excellent verbal and written communications in Welsh and English.

Responsibilities

• Respond to customer requests, queries and complaints via telephone and other channels in line with SLAs and KPIs.
• Handle inbound and outbound queries by phone, live chat, email and social media to resolve issues promptly.
• Complete daily system tasks to ensure smooth operation of telephony service contracts.
• Provide accurate information on TfW projects and telephony services to ensure high service levels.
• Engage with customers by email, phone, live chat, social media and face-to-face where needed.
• Stay informed on TfW project changes to communicate effectively with customers.
• Provide ad-hoc support for other projects by adjusting workload to maintain satisfaction.
• Respond to calls efficiently while adhering to SLAs and KPIs.

Skills

Welsh language fluency

Customer service experience

IT systems proficiency

Bilingual Welsh/English communication

MS Office (Excel) familiarity

Tools

MS Office

Job description

Transport for Wales is hiring a Welsh-speaking Customer Service Advisor to provide first-line support across multiple channels, including telephone, live chat, email and social media. You’ll handle inquiries and complaints, ensure compliance with SLAs, and support diverse TfW projects.

The role requires fluent Welsh and English, solid customer service experience, and familiarity with IT systems and MS Office. Join us on site in Wales to deliver outstanding service.