Customer Experience Advisor

Location: Pontypridd (Potential hybrid working)

Shift Pattern: Working 37.5 hours over 5 days. Shifts will fall between 7am- 7pm Monday to Sunday.

Equal Opportunities

At Transport for Wales (TfW) 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.

Introduction

An exciting opportunity to join Transport for Wales (TfW) growing Contact Centre as a Customer Experience Advisor. You’ll provide first line telephone support to customers in relation to general enquiries, "fflecsi” bookings, Travel pass applications and complaints. The contact centre predominantly supports the demand responsive bus project "fflecsi" and Concessionary Travel pass projects, and various other projects as required.

Fflecsi:

Fflecsi is a different way to travel by bus and an exciting new service from Transport for Wales in partnership with your local bus operators. Fflecsi buses can pick you up and drop you off in a service area and not just at a bus stop.

Concessionary Travel Pass:

Concessionary Travel pass offers free travel on most bus and some train services in Wales if you’re 60 or over or meet the eligibility criteria.

Role responsibilities

You’ll 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.

You’ll respond to customer queries by answering emails, communicating via telephone to resolve issues in a timely manner.

You’ll complete daily system tasks by consulting the various administration systems to ensure seamless operation of the of the fflecsi scheme.

Who we’re looking for

We’re looking for someone with previous experience of working in a customer service environment/contact centre, who has excellent verbal and written communication skills.

You’ll need to have:

• Experience of using a variety of IT systems.
• 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.

Benefits:

• Salary Sacrifice Pension
• 28 days holiday (excluding bank holidays)
• 4x death in service
• Employee Assistance Programme
• Flexible benefits (Including Electric Care Lease Scheme and Cycle to Work Schemes)

Who we are

Transport for Wales (TfW) is the not-for-profit company driving forward the Welsh Government’s vision of a high-quality, safe, integrated, affordable and accessible transport network in Wales. Our mission is to ‘Keep Wales Moving’ by providing customer-focused service, expert advice and infrastructure investment.

Welsh Language Skills

The ability to speak Welsh would be a plus but is not essential for this role.

* Please note, we reserve the right to close this vacancy early if we receive sufficient applications.

Cynghorydd Profiad Cwsmeriaid

Lleoliad: Pontypridd (Gweithiodd hybrid posibl)

Patrwm Shift: Oriau gwaith i 37.5 awr dros 5 diwrnod. Bydd shifftiau'n disgyn rhwng 7am- 7pm o ddydd Llun i ddydd Sul.

Cyfle Cyfartal

Yn Trafnidiaeth Cymru rydym ni’n gwerthfawrogi amrywiaeth. Mae’n ein gwneud ni’n gryfach, yn ein helpu i ddeall ein cwsmeriaid yn well, gwneud gwell penderfyniadau a bod yn fwy arloesol. Mae pawb yn wahanol ac mae gan bawb ei safbwynt ei hun felly rydym ni’n meithrin tîm amrywiol sy’n adlewyrchu’r cymunedau a wasanaethwn. Drwy hyn, rydym ni’n benderfynol o fod yn un o gyflogwyr cynhwysol mwyaf blaenllaw Cymru. Rydym ni’n creu rhwydwaith trafnidiaeth cynhwysol y gall Cymru gyfan fod yn falch ohono.

Cyflwyniad

Cyfle cyffrous i ymuno â Chanolfan Gyswllt gynyddol Trafnidiaeth Cymru (TfW) fel Cynghorydd Profiad Cwsmeriaid. Byddwch yn darparu cymorth ffôn llinell gyntaf i gwsmeriaid mewn perthynas ag ymholiadau cyffredinol, archebion "fflecsi", Cymwysiadau pas teithio a chwynion. Mae'r ganolfan gyswllt yn bennaf yn cefnogi'r prosiect bws ymatebol galw "fflecsi" a phrosiectau pasio Teithio Rhatach, a phrosiectau amrywiol eraill yn ôl y gofyn.

Prosiectau cyfredol:

Mae fflecsi yn ffordd wahanol o deithio ar fws ac yn wasanaeth newydd cyffrous gan Trafnidiaeth Cymru mewn partneriaeth â'ch gweithredwyr bysiau lleol. Gall bysiau fflecsi eich codi a'ch gollwng mewn ardal wasanaeth ac nid dim ond mewn safle bws.

Mae'r tocyn Teithio Rhatach yn cynnig teithio am ddim ar y rhan fwyaf o fysiau a rhai gwasanaethau trên yng Nghymru os ydych chi'n 60 oed neu'n hŷn neu'n bodloni'r meini prawf cymhwyso.

Cyfrifoldebau'r rôl

Byddwch yn ymgysylltu â'n cwsmeriaid dros y ffôn neu drwy e-bost i ddarparu gwybodaeth gywir a chyson iddynt ynghylch y gwasanaeth i sicrhau bod TfW yn darparu'r lefel uchaf o wasanaeth.

Byddwch yn ymateb i ymholiadau cwsmeriaid drwy ateb e-byst, cyfathrebu dros y ffôn i ddatrys materion yn amserol.

Byddwch yn cwblhau tasgau system dyddiol drwy ymgynghori â'r gwahanol systemau gweinyddu i sicrhau bod y cynllun fflecsi yn gweithredu'n ddi-dor.

Rydym yn chwilio am rywun sydd â'r canlynol

Rydym yn chwilio am rywun sydd â phrofiad blaenorol o weithio mewn amgylchedd gwasanaeth cwsmeriaid/canolfan gyswllt, sydd â sgiliau cyfathrebu geiriol ac ysgrifenedig rhagorol.

Bydd angen y canlynol arnoch:

• Profiad o ddefnyddio amrywiaeth o systemau TG.
• Y gallu i ddilyn cyfarwyddiadau a mentro pan fo angen.
• Cyfarwyddrwydd â meddalwedd Microsoft Office (gan gynnwys Microsoft Excel).
• Y gallu i ddefnyddio system newydd i ddehongli gwybodaeth a nodi tueddiadau.
• Sylw i fanylion.

Manteision

• Cynllun pensiwn aberthu cyflog
• 28 diwrnod o wyliau (heb gynnwys gwyliau banc)
• Teithio am ddim ar draws rhwydwaith Rheilffyrdd TrC
• 4x cyflog os byddwch chi’n marw yn y swydd
• Rhaglen Cymorth i Weithwyr
• Buddion hyblyg (gan gynnwys Cynllun Prydlesu Car Trydan a Chynlluniau Beicio i’r Gwaith)

Pwy ydym ni

Trafnidiaeth Cymru (TrC) yw’r cwmni nid-er-elw sy’n mynd ati i wireddu gweledigaeth Llywodraeth Cymru o ddarparu rhwydwaith trafnidiaeth diogel, integredig, fforddiadwy a hygyrch o safon uchel. Ein nod yw ‘Cadw Cymru i Symud’ drwy ddarparu gwasanaeth sy'n canolbwyntio ar gwsmeriaid, rhoi cyngor arbenigol a buddsoddi mewn seilwaith.

Sgiliau Cymraeg

Byddai'r gallu i siarad Cymraeg yn fantais ond nid yw'n hanfodol ar gyfer y rôl hon.

*Sylwch, rydym yn cadw'r hawl i gau'r swydd wag hon yn gynnar os byddwn yn derbyn digon o geisiadau.

Job Types: Full-time, Permanent

Salary: £21,255.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Free or subsidised travel
• Sick pay
• Wellness programme

Schedule:

• Monday to Friday
• Weekend availability

Work Location: Hybrid remote in PONTYPRIDD

Reference ID: REC00664

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