Overview
Customer Service Supervisor – Cardiff Central, South Wales
Salary: £36,691
Basis: Full time
Please note: We are recruiting for our talent pool and t his position is only available to candidates employed within Transport for Wales. If you are not eligible to apply for this position, your application will not be considered.
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
As an effective Customer Service Supervisor, you will lead by example, inspiring your team to deliver exceptional customer service, whilst providing a safe and secure environment.
The Customer Service Supervisor is responsible for supporting the Customer Operations team to deliver excellence in Customer Service, as well as effectively assessing and coaching performance.
- Provide on the job coaching and assessment, assist Station Managers with the individual and team training plans for their team.
- Contribute to the development of revenue protection plans for Customer Operations and provide revenue protection services in support of these plans.
- Develop and deliver short training modules to support the development stations and interchange employees.
- Contributing to the delivery of training for station employees, including gateline, ticket machine usage and platform activities (including dispatch where appropriate).
- Provide cover at ticket offices, gatelines, platforms where required.
Who we’re looking for
- Excellent people management skills
- An effective trainer, coach and advisor, with excellent communication skills
- Be a confident IT user, able to use Microsoft office applications, Bugle and TRUST train running and monitoring software
- Good knowledge of railway and bus operations and services
- Good knowledge of Booking Office functionality – RJIS, STAR, cash regulations etc.
- Gateline and revenue protection experience where this is required.
- Platform operational experience with dispatch competence where this is required.
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.
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
