Overview
Customer Support Controller x 2 – WROC Cardiff, South Wales
Salary: £45,115 + bolt on shift allowance
Basis: Full time
This role will work on a rota basis and will include night shift cover.
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 Customer Support Controller, you will support the operational control in the day to day running of all Transport for Wales Rail Limited journeys so that all customers reach their intended destinations; providing thorough communications and alternative travel arrangements or accommodation as required. Responsibilities will include, but not be limited to:
- Proactively monitor the train service and react appropriately with the distribution of train by train service messages and amendments through the relevant industry systems.
- Ensuring that all delays and cancellations are communicated to customers and staff using all available downstream systems.
- Ensure prompt advice to all other retail contacts and on train staff regarding service disruption and any other significant events in line with company procedures and PIDD processes.
- Assist the Duty Control Manager as required, particularly during times of service disruption.
- Support the process of customer service provision when trains are amended including arranging short-notice road replacement services as required.
Who we’re looking for
- A good standard of education is required GCSE level or equivalent in English and mathematics
- Ability to manage difficult situations, giving clear and concise instruction while being persistent and tenacious.
- Able to work on own initiative and manage work through prioritising.
- Knowledge and experience of Trust, Tyrell and other control centre systems would be advantageous.
- Good working knowledge of all railway operating practices and procedures would be advantageous.
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.
