Customer Service Advisor | Cynghorydd Gwasanaeth C

We are actively recruiting for our talent pool at Cardiff Central Station. If you are already in the talent pool for this location, your position will not be impacted.

Please note: This is a part-time opportunity working 22 hours across 4 days per week. Shift Pattern: 17:59 – 23:59.

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.

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.

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

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.

Next steps

Does this role sound like the opportunity you are looking for? Do you want to find out more? See attached Job Description for further details.

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.

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

Cyfle Cyfartal

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

Pwy ydyn ni

Ein cenhadaeth yn Trafnidiaeth Cymru yw trawsnewid trafnidiaeth yng Nghymru a’i gwneud yn addas ar gyfer y dyfodol, boed hynny ar gyfer rheilffyrdd, bysiau, cerdded neu feicio. Rydyn ni eisiau ysbrydoli cenedl i newid y ffordd maen nhw’n teithio, fel bod pawb yn teithio’n fwy cynaliadwy ac yn helpu i fynd i’r afael â’r argyfwng hinsawdd sy’n wynebu pawb.

Rydyn ni’n lle agored a chynhwysol i weithio, lle mae croeso i bawb a lle caiff ein pobl eu cefnogi i gyflawni eu llawn botensial. Rydyn ni am greu awyrgylch sy’n galluogi ein pobl i dyfu a llwyddo. Mae hyn yn allweddol i’n galluogi i gyflawni’r addewidion rydyn ni wedi’u gwneud i bobl Cymru er mwyn adeiladu rhwydwaith trafnidiaeth gynaliadwy sy’n diwallu eu hanghenion nhw.

Cyfrifoldebau’r swydd

Ar hyn o bryd mae gennym gyfleoedd cyffrous i ymuno â’n tîm gorsafoedd fel Ymgynghorydd Gwasanaethau i Gwsmeriaid.

Fel Ymgynghorydd Gwasanaethau i Gwsmeriaid, byddwch chi’n ceisio darparu dull cadarnhaol a chyfeillgar o ymdrin â’n prif gyfrifoldebau o ddelio â phobl wyneb yn wyneb yn ein gorsafoedd. Mae’n bosibl y byddwch chi’n treulio eich diwrnodau yn unrhyw un o’r tri maes pwysig canlynol:

• Cynorthwyo cwsmeriaid i brynu eu tocynnau yn ein swyddfeydd archebu prysur;
• Gwirio tocynnau cwsmeriaid wrth iddynt fynd drwy’r gatiau tocynnau;
• Neu’n gweithio ar y platfformau, yn gyfrifol am sicrhau fod y trenau’n gadael yn ddiogel!

Bydd eich swydd yn amrywio, a bydd angen i chi allu meddwl ar eich traed wrth helpu teithwyr mewn awyrgylch prysur. Rhaid bod yn frwd dros wasanaethau i gwsmeriaid. Mae gan ein timau gorsafoedd y cyfrifoldeb a’r berchnogaeth i wneud gwahaniaeth i siwrnai pob cwsmer.

Drwy ymgysylltu â chwsmeriaid er mwyn i chi allu diwallu eu hanghenion nhw, bydd gofyn i chi wneud y canlynol: cynorthwyo cwsmeriaid ag anghenion hygyrchedd; darparu gwybodaeth a chyngor cywir er mwyn i gwsmeriaid wneud penderfyniadau gwybodus am ein gwasanaethau; a magu hyder cwsmeriaid yn ein timau a’n sefydliad.

Bydd gofyn i chi ddilyn gweithdrefnau dibynadwy er mwyn sicrhau diogelwch ein cwsmeriaid a’n cydweithwyr.

Am bwy rydyn ni’n chwilio

• Gallu darparu gwasanaeth rheng flaen ardderchog i gwsmeriaid
• Cyfathrebwr cryf, ar lafar ac ar bapur
• Gallu gwneud penderfyniadau yn hyderus
• Gallu delio’n briodol â sefyllfaoedd anodd heb gynhyrfu
• Cyfforddus yn gweithio o fewn gweithdrefnau caeth, gan ddilyn rheolau a rheoliadau
• Gallu gweithio fel aelod o dîm neu’n annibynnol

Sgiliau Iaith Gymraeg

Byddai’r gallu i sgwrsio ac ysgrifennu yn Gymraeg yn ychwanegiad gwych at eich cais, ond nid yw’n hanfodol ar gyfer y swydd hon.

Mae Trafnidiaeth Cymru yn cefnogi ac yn hybu gweithwyr i ddefnyddio’r Gymraeg, a bydd yn eu hannog i ddatblygu, gwella a chadw eu sgiliau Iaith Gymraeg. Rydym yn rhoi cefnogaeth lawn i staff sydd eisiau gwella eu sgiliau Cymraeg, ac mae datblygiad personol ar gyfer sgiliau Iaith Gymraeg yn cael ei gynnig mewn amrywiaeth o ffyrdd megis dysgu ar-lein, cyrsiau ystafell ddosbarth a chyrsiau cymunedol lleol

Y camau nesaf

A yw’r swydd hon yn swnio fel y cyfle rydych chi’n chwilio amdano? Hoffech chi gael gwybod mwy? Gweler y Disgrifiad Swydd sydd ynghlwm am ragor o fanylion.

Mae Trafnidiaeth Cymru yn gyflogwr Hyderus o ran Anabledd. Rydyn ni’n fodlon trafod unrhyw addasiadau rhesymol y bydd eu hangen arnoch yn y broses recriwtio neu fel rhan o’r swydd os byddwch chi’n llwyddiannus.

Bydd yr hysbyseb hon yn cau am hanner nos ar y diwrnod cau a nodir uchod. Rydyn ni’n eich annog i gyflwyno eich cais cyn gynted â phosibl.

Cofiwch ein bod yn cadw’r hawl i gau’r swydd wag hon yn gynnar os daw digon o geisiadau i law.

Job Type: Part-time

Pay: Up to £30,000.00 per year

Benefits:

• Company pension

Work Location: In person