- Employer:
- Transport For Wales
- Location:
- 3 Llys Cadwyn, Pontypridd, CF37 4TH, United Kingdom.
- Pay:
- National living wage
- Hours of work:
- 31-40 hours per week
- Training provider:
- Apprenticeship Learning Solutions Ltd
- Level:
- Apprenticeship (Level 3)
- Sector:
- Business and Management
- Pathway:
- Human Resource Management
- Possible start date:
- 30 April 2026
- Closing date:
- 08 March 2026
- Positions available:
- 1
- Vacancy ID:
- 6833
About the apprenticeship
Duties
• You’ll professionally handle escalated contact centre calls, resolving issues at first contact where possible and escalating complex concerns to the appropriate teams or senior members of the team, ensuring all cases are handled effectively and in line with company policies.
• You’ll produce high-quality written responses to our customers by following our company tone, timescales, and content guidelines to craft clear and accurate communications to ensure all customer responses meet our quality standards and deliver a consistent experience.
• You will support the investigation of customer cases, by using a variety of methods, such as liaising with other internal departments, industry stakeholders and utilising industry systems, to build greater understanding of the contact circumstance.
Requirements
Skills
Essential Criteria
· Ability to work to targets within a fast-paced environment with multiple priorities.
· Good time management and organisational skills.
· Pass the testing within the initial application process. This testing is used to uncover alignment to our values, behaviour and core Apprentice attributes, all of which can be found above.
Qualifications
Desirable Criteria
· Work or volunteering experience in a relevant area.
· GCSEs A*-C/Level 9-4 in English, Maths and IT.
· Welsh language skills - Entry
Language
- Welsh Spoken Skills:
- No
- Welsh Written Skills:
- No
Course details
- Training provider:
- Apprenticeship Learning Solutions Ltd
- Training provider course:
- Business Admin Level 3
About the employer
Transport For Wales3 Llys Cadwyn
Pontypridd
Pontypridd
Rhondda Cynon Taf
CF37 4TH
Disability confident
Yes, we are part of the Disability Confident Scheme from the UK Department for Work and Pensions.
Please note that all apprenticeships are open to everyone. However, some organisations have worked to achieve Disability Confident accreditation. You should always apply for the apprenticeship you feel best suited to.
Interview arrangements
Online or in-person
How to apply
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