Job Details

• You will work 2 days per week across Monday to Sunday. Earliest starting time 6am, latest finish time 11pm. You must be flexible to work mornings, evenings and weekends.
• During the training period you will work 35 hours per week Monday to Friday, 9:30am to 4:30pm, which will last for a total of 4 weeks.
• You must be flexible to work at multiple locations across the network.

Our Customer Service Advisor’s are the first point of contact for customers at the station and they undertake a diverse range of responsibilities:

• Ensure a high standard of customer service, greeting and assisting customers, providing accurate information on timetables, delays, platform changes and onward travel between different modes of transport.
• Checking customers’ tickets throughout the stations, inspecting tickets and issuing penalty fares for fare evasion.
• Helping customers to access the platforms and facilities comfortably and safely, assisting customers with accessibility needs. 
• Assisting with ticket sales via the ticket office, ticket vending machines or mobile devices and also promoting digital ticket methods (Pay as You Go and via the App).
• Helping customers access our stations by operating gate lines.
• Supporting special events and protecting our network against fare evasion during events.
• Conduct accurate customer surveys, counts, ticket checks and compile appropriate reports as required.
• Act as an authorised collector within the scope of the railways (penalty fares) guidelines 2018 and issue penalty fare notices as necessary and according to the regulations.

 Your role will be varied, and you will need to be able to think on your feet to assist customers in a busy environment whilst also following safety procedures. Being passionate about customer service is a must. Our stations teams are given the responsibility and ownership to make a difference, you’ll play a key part in transforming how we deliver customer excellence at every step of the journey.

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

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.

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.

TFW is a Disability Confident employer. We are happy to discuss any reasonable adjustments you may need in the recruitment process or as part of the role if you are successful.

 This advert will close at midnight on the day of the application closing date stated above. We do encourage you to submit your application as early as possible.

• Able to deliver excellent front-line customer service
• Strong communication 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
• Knowledge of railway byelaws and the Regulation of Railways Act

 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.

 Welsh Language Skills

 The ability to speak and 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.

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