Overview
Customer Service Supervisor – Penrhyndeudraeth, North Wales
Salary: £30,381
Basis: Full time
Please note: This is a 12 month fixed term maternity cover contract
Please note: This 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. If you have submitted an application for this role within the last 6 months and were unsuccessful, please do not re-apply as regrettably, 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
To supervise a team of Contact Centre Agents and deliver a high standard of Customer Service to all TfW customers and its commercial contracts.
- Manage a team of Agent by providing support, direction, and a point of escalation for customer queries as required to enable the team to deliver the best customer service.
- Assist in monitoring call quality by listening to calls alongside the Quality and Training Advisor and offering guidance and feedback to improving call handling.
- Responding to escalated customer queries through emails, telephone calls to ensure highest levels of customer satisfaction.
- Ensure that Agents follow agreed call scripts, standards and procedures and supporting agents with difficult customers or enquiries, this will be done by carrying out call listening, regular team briefings, one to ones and providing structured feedback to agents to improve service optimisation.
- Deliver an effective handover between Supervisors, ensuring clear communications and collaboration to ensure any updates and responsibilities are picked up and actioned.
Who we’re looking for
- Previously experience of leading a large customer facing team.
- Previous experience of customer relations and resolution techniques.
- Excellent verbal and written communications skills.
- Ability to provide outstanding face to face customer service.
- Ability to follow directions and take initiative when required.
- Familiarity with Microsoft Office software (including Excel).
Welsh Language Skills
The ability to speak/write Welsh is an essential requirement 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.
Transport for Wales is a disability leader. 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.
