Welsh-Speaking Customer Support Advisor

Transport for Wales; Penrhyndeudraeth; On-site; GBP 21,000 - 26,000; Full time

Job summary

Transport for Wales in Wales is seeking a Customer Service Advisor to provide first line support for enquiries and complaints across telephone and other channels, supporting demand responsive projects and related TfW services.

The role requires fluent Welsh speakers and prior customer service experience, with strong IT system familiarity and excellent bilingual communications. On-site support is expected with a commitment to high-quality service delivery.

Qualifications

• Welsh language skills are essential.
• Experience in a customer service environment.
• Experience using IT systems.
• Excellent verbal and written communications in Welsh and English.

Responsibilities

• Provide first line support to customer enquiries and complaints via telephone and other channels.
• Respond to queries and complaints via telephone, live chat, email and social media to resolve issues promptly.
• Complete daily system tasks to ensure smooth operation of telephony service contracts.
• Engage with customers via various channels to provide accurate information on TfW projects.
• Demonstrate understanding of TfW projects and keep information up to date for customers.
• Provide ad-hoc support for other projects and maintain high levels of customer satisfaction.
• Respond to calls efficiently while adhering to SLA/KPIs.

Job description

Transport for Wales in Wales is seeking a Customer Service Advisor to provide first line support for enquiries and complaints across telephone and other channels, supporting demand responsive projects and related TfW services.

The role requires fluent Welsh speakers and prior customer service experience, with strong IT system familiarity and excellent bilingual communications. On-site support is expected with a commitment to high-quality service delivery.