Name of company: Transport For Wales

Location: Cardiff

Introduction to the company: 

Transport for Wales exists to drive forward the Welsh Government’s vision of a high quality, safe, integrated, affordable and accessible transport network that the people of Wales are proud of. Transport for Wales is key to delivering the Welsh Government’s key themes as set out in Prosperity for All: The National Strategy.

Key duties:  

-Take ownership of cases to produce quality written responses to all customer contacts that comply with our regulatory timescales, Complaint Handling Procedure and internal guidelines. Ensure the output of replies to customers meet internal quality guidelines in terms of content and tone.
-Ensure the reasons for all customer contacts are fully investigated using a variety of resources and industry systems, including liaising with other internal departments and industry stakeholders, escalating any contentious issues or dissatisfied customers to a senior member of the team.

-Record information about customers, cases, and contact reasons into the CRM system
-To answer escalated calls from our contact centre regarding the whole range of TFWRS products, services and facilities in a professional and customer focussed manner. Ensure that as far as practicable and appropriate, calls are resolved at the first point of contact by taking ownership of the contact reason, escalating contentious issues as required.
-Contribute to the review of cases within the automated delay repay system, ensuring that cases requiring advisor approval and customer appeals are processed
-Provide support for a variety of administration streams, including data analysis, scanning correspondence and updating the CRM (Customer Relations Management) system as
-Keep up to date with companywide and team briefings and changes to procedures, and to share this information with colleagues as appropriate.
-Contribute to effective running of the department, participating in team meetings and workshops to assist the delivery of a best practice customer service. Work effectively on own and with others to embrace continuous improvement in this field.
-Provide an engaging, informative and friendly interactive experience for our customers via online social media, replying to messages, posting key service updates and supporting the delivery of our social media strategy

Salary: £16,700 per annum

Hours:  37 Hours Per Week

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