Customer Service Advisor

1. We currently have exciting opportunities to join our stations team as a Customer Service Advisor (CSA).
2. As a Customer Service Advisor (CSA), you will aim to deliver a positive and friendly approach to the key customer-facing roles we have within our stations.
3. We offer Railway Pension Scheme, Free Rail Travel across TFW, Employee Assistance Programme (EAP).

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

We currently have exciting opportunities to join our stations team as a Customer Service Advisor (CSA).

As a Customer Service Advisor (CSA), you will aim to deliver a positive and friendly approach to the key customer-facing roles we have within our stations. You could find yourself spending your days at any of these three important areas:

• Assisting customers in buying their tickets at our busy booking offices;
• Checking customer tickets as they pass through ticket gate barriers;
• Or working on the platforms, responsible for the safe dispatch of the trains! 

Your role will be varied, and you will need to be able to think on your feet whilst assisting passengers in a busy environment. Being passionate about customer service is a must. Our stations teams are given the responsibility and ownership to make a difference to each customer journey.

By engaging with customers to enable their needs to be met; Assisting customers with accessibility needs, providing accurate information and advice for customers to make informed decisions regarding our services; and in doing so increasing customer confidence in our teams and organisation.

You will be required to following tried and trusted procedures to ensure the safety of our customers and colleagues remains paramount.

 Recognition and continued commitment to our new multi-modal ways of working as we evolve our integrated transport model.

Who we’re looking for 

• Able to deliver Excellent front-line customer service
• A strong communicator both, verbal and written skills
• Able to make decisions in a confident manner
• Ability to deal appropriately with difficult situations and remain calm
• Comfortable working within strict procedures, following rules and regulations
• Able to work as part of a team or independently

As a transport operating company, we are there for our customers whenever they need to travel – this means that you will be happy to work a variety of shifts, including bank holidays and weekends. Earliest shift starting from 5:30am, latest shift finishing at 23:00pm. 

Joining our Talent Pool

If you are successful after interview stage but there is not a role immediately available, you will be placed into our Talent Pool for a period of 12 months where you will be considered as and when a suitable position arises.

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.