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

The Customer Information Controller will be responsible for managing the information provision via Transport for Wales customer information systems, ensuring high quality and accurate information at all times. Proactively monitor CCTV images both in real time and retrospectively. Provide train running and customer service information via customer help and information Points. Manage the fault reporting process for CIS, CCTV and help points, and support stations that experience problems with the systems.

• To input, monitor and support the dissemination of accurate, concise and timely information on CIS screens in accordance with company standards and statutory requirements.
• Contact with managers, various police forces and external bodies for CCTV requests.
• Inform station managers of any station issues brought to the controller’s attention.
• Customer service and information provision for customers via station Help Points

Who we’re looking for

• Good geographical knowledge of the Transport for Wales network and adjacent routes.
• Adaptability and capacity to work under pressure is essential.
• Computer user skills.
• The ability to write and converse at ease with customers in Welsh.

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.