- Support the successful operation of the contact centre by providing telephone support, responding to booking requests, customer queries, answering emails to resolve issues in a timely manner.
- Complete daily system tasks by consulting the various administration systems to ensure seamless operation of the of the fflecsi scheme.
- Engage with our customers via telephone or email to provide them with accurate and consistent information regarding the service to ensure that TfW deliver the highest level of service across all contracts managed by the contact centre.
- Demonstrate a comprehensive understanding of various TfW projects by keeping abreast of changes to ensure that Information is effectively communicated to customers.
- Previous experience working in a customer service/contact centre environment.
- Experience of using a variety of IT systems.
- Excellent verbal and written communications skills.
- Ability to follow directions and take initiative when required.
- Familiarity with Microsoft Office software (Including Microsoft Excel).
- Ability to use a new system to interpret information and identify trends.
- Attention to detail.
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Customer Experience Advisor- Contact Centre - Pontypridd, United Kingdom - Transport for Wales
Description
Customer Experience Advisor – Contact Centre
Shift Pattern: Working 37.5 hours over 5 days. Various shifts patterns between Monday-Sunday 7am - 7pm.
Equal Opportunities
At Transport for Wales we value diversity. It makes us stronger, helps us understand our customers better, make better decisions and be more innovative. Everyone's different and has their own perspective so we're building a diverse team that mirrors the communities we serve. Through this we're determined to be one of Wales' leading inclusive employers. We're creating an inclusive transport network that everyone in Wales can be proud of.
Who we are
At Transport for Wales, we're on a mission to transform transport in Wales and make it fit for the future, whether that's rail, bus, walking or cycling. We want to inspire a nation to change the way it travels, so that we all travel more sustainably and help to combat the climate emergency we're all facing.
We're an open and inclusive place to work, where everyone is welcome and our people are supported to reach their full potential. We want to create an environment where our people can grow and succeed. This is key to enabling us to deliver on the promises we've made to the people of Wales to build a sustainable transport network that meets their needs.
Role responsibilities
Provide first line telephone and email support to customers in relation to general enquiries, fflecsi bookings, travel pass applications and complaints. Supporting the demand responsive bus project "fflecsi" and Concessionary Travel pass projects, and various other projects as required.
Who we're looking for
Welsh Language Skills
The ability to speak/write Welsh would make a great addition to your application, but it is not essential for this role.
Transport for Wales supports and promotes the use of the Welsh Language by employees and will encourage them to develop, improve and maintain their Welsh Language skills. We fully support our people who want to improve their Welsh language skills, and personal development for Welsh Language skills are offered in a variety of ways such as online learning, classroom courses and funding attendance at local community courses.
