Please note: this is a 6 month fixed-term contract 

The Role

The Customer Relations Assistant performs an integral multifunctional role within the Customer Relations function, providing efficient administration support including organising, processing and monitoring all channels of communication as well as supporting the management team with the preparation of reports and data analysis.

Role responsibilities

• Provide a high-quality Customer Relations service, by professionally addressing complaints, queries and feedback from customers via a range of contact methods to resolve customer queries promptly.
• Process customer queries by recording information about customers, cases, and contact reasons into the CRM system, to ensure all data captured is both complete and accurate.
• Produce quality written responses to all customer contacts by complying with our regulatory timescales, Complaint Handling procedures and internal guidelines to ensure the output of replies to customers meets internal quality guidelines regarding content and tone.
• Process delay repay claims on our Delay Repay system by using a range of contact methods and our CRM systems, ensuring that each claim is processed in line with our Passenger Charter

Who we're looking for

• High standard of written and verbal communication 
• Proficient computer and word processing skills with Microsoft
• Excellent organisational
• Ability to provide a consistent high-quality service to

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.