Customer Services Agent - #2133261

Delay & Repay Officer

Pontypridd, South Wales

£13.45 per hour

Temporary Position with the Opportunity to Become Permanent

Reed Recruitment are recruiting on behalf of our client

Join a Customer-Focused Team

Reed Recruitment is delighted to be working in partnership with our client to recruit a Delay Repay Officer for their busy customer services operation based in Pontypridd. This is an excellent opportunity for an organised and customer-focused individual looking to join a fast-paced environment where accuracy, attention to detail and excellent service are key.

This temporary position offers the potential to become permanent for the right candidate.

The Role

As a Delay Repay Officer, you will be responsible for assessing and processing customer compensation claims accurately and efficiently, ensuring customers receive fair outcomes while delivering a high standard of service.

Key Responsibilities

• Assess and process Delay Repay claims in line with company policies and procedures
• Verify journey details, delays and supporting documentation
• Accurately calculate compensation payments
• Investigate missed connections and full journey delays
• Process refunds for customers who did not travel
• Redirect claims relating to other operators where appropriate
• Scan and upload incoming correspondence onto internal systems
• Register and manage customer emails and communications
• Maintain accurate and up-to-date records
• Work effectively within team performance targets and service level agreements

About You

To be successful in this role, you will demonstrate:

• Strong attention to detail and a high level of accuracy
• Excellent organisational and administrative skills
• Good judgement and decision-making abilities
• The ability to follow processes and procedures consistently
• A professional and customer-focused approach
• Strong communication skills, both written and verbal
• The ability to manage a high workload and prioritise effectively
• Confidence working with computer systems and databases

Desirable Experience

• Previous claims handling experience
• Customer service or complaint resolution experience
• Knowledge of compensation schemes or the rail industry
• Welsh language skills

Apply Today

If you have excellent attention to detail, enjoy problem-solving, and are passionate about delivering outstanding customer service, we'd love to hear from you.

Apply now through Reed Recruitment to be considered for this exciting opportunity.

Reed Recruitment acts as an employment business for temporary recruitment and an employment agency for permanent recruitment on behalf of our client.