Customer Service Advisor - Talent Pool (0871)

Please Note: We are actively recruiting for our talent pool, if you are already in the talent pool for this location, your position will not be impacted.

Are you passionate about delivering exceptional customer service? We're currently recruiting for dedicated and customer-focused individuals to join our front-line Customer Operations team.

The Role

As a Customer Service Advisor, you will be responsible for ensuring a safe, efficient, and welcoming environment for all customers across our busy station or bus interchange. You will be responsible for providing clear communication and consistent support throughout each stage of the customer journey.

Role Responsibilities

• Assisting customers buying tickets at our ticket offices, self-service ticket machines or via our app;
• Monitoring ticket gate barriers, checking tickets, and issuing penalty fares where appropriate.
• Assisting customers on the platforms and overseeing the safe and timely dispatch of trains.
• Providing assistance to customers with accessibility needs.
• Offering guidance and support to customers at our busy bus interchange

Who We're Looking For

• Excellent communication skills, both verbal and written.
• Excellent organisational skills with the ability to manage competing priorities.
• Customer-focused, with a commitment to delivering a high-quality service.
• Flexible and adaptable in response to changing demands.
• Ability to deal appropriately and professionally with challenging situations.
• Ability to provide a consistent, high-quality service to customers.
• Ability to work effectively both independently and as part of a team.
• Ability to provide accurate, clear and timely information to customers and colleagues.

As a transport operating company, we are there for our customers whenever they need to travel – so flexibility to work shifts, including weekends and bank holidays, is essential.

Welsh Language Skills

While not essential for this role, Welsh language skills would make a great addition to your application.

TfW support anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.

Equal Opportunities

We're changing the way the transport industry looks. By celebrating and embracing differences, we're building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels."

Who We Are

Transport for Wales is changing the way Wales travels, making sustainable transport the first choice. We're building a multimodal integrated transport network called the T Network, making it easier for people to travel by train, bus, walking, wheeling and cycling.

Next steps

See attached Job Description for further details and how to apply. If you want to find out more about what we're doing in Wales, see our Annual Report.

We're a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.

This advert will close at 23:59 on the day of the application closing date stated above. However, we reserve the right to close this vacancy early if we receive enough applications. We encourage you to submit your application as early as possible.