Customer Service Advisor
1 week ago
Customer Experience Specialist (Interchanges and Travel Centres)
Contract Type: Fixed Term | Salary: 21,392-24,515 per annum + exclusive benefits
Hours of Work: 36.5 per week
As a Customer Experience Specialist, you will excel at identifying our clients' needs and providing optimal travel solutions. Your role is pivotal in ensuring a superior customer journey through your expertise, friendliness, and approachability.
Our mission is to provide the highest quality customer experience. The newly established Customer Experience Specialist team operates at our busiest transport hubs, offering guidance and support to millions of clients each year.
This position is on a fixed-term basis for approximately 6 months, with shifts scheduled between 08:30 and 17:30, Monday to Saturday.
Key Responsibilities:
- Independently deliver exceptional service by proactively offering ticketing, travel, and journey solutions.
- Take full responsibility for assisting clients and effectively resolving complaints while ensuring follow-through on issues.
- Act as the Voice of the Customer, consistently evaluating the impact of actions on the overall customer experience.
- Encourage the use of digital solutions by guiding clients on utilizing digital services for ticketing and journey planning.
- Meet challenging KPIs related to customer satisfaction, digital engagement, and increased kiosk sales.
- Adopt a collaborative approach to prioritize customer needs, seeking solutions from other teams and influencing key stakeholders.
- Ensure operational systems are functioning correctly, reporting and resolving issues, including technology updates.
- Collaborate with operational teams to monitor incidents of antisocial behavior and maintain the safety and cleanliness of facilities.
- Support the Travel Centre Team with cash handling and related reconciliation tasks as necessary.
- Perform any other reasonable tasks as directed by your line manager or senior management.
About You:
You will possess strong skills in identifying customer needs and resolving inquiries efficiently. A champion of outstanding customer service, you will maintain a friendly and approachable demeanor. Your commitment to resolving issues will drive you to deliver the best possible experience for our clients. You will be proactive in staying informed and applying your knowledge effectively.
Enjoying teamwork, you will collaborate closely with key stakeholders, including transport hub teams, to enhance the customer journey. A good understanding of the local area and public transport network will enable you to confidently advise clients on their travel options.
Ideal Candidate Qualifications:
- Significant experience in delivering exceptional service in a high-demand customer service environment.
- Excellent communication and interpersonal skills, with the ability to manage high customer demand and complex issues positively.
- Experience in cash handling and accounting.
- Familiarity with technology, including tablet devices and electronic ticketing systems.
- Proficiency in Microsoft Office applications.
- Flexibility to cover shifts, including weekends and some holidays.
- Ability to work across various transport hubs as needed.
- Willingness to adhere to uniform standards.
About the Team:
The Bus Stations and Travel Centre team manages and operates multiple transport hubs across the region, providing essential customer service and travel advice to millions of clients annually. We collaborate with stakeholders to ensure the best possible services for our customers.
Our commitment to our community drives us to create a positive, healthy, and inclusive work environment where all employees feel valued and respected. We are recognized for our diversity initiatives and strive to foster an accessible workplace that encourages creativity and originality.
If your values align with ours and you are dedicated to contributing to a brighter future for our community, we welcome your interest.
Additional Information:
We are dedicated to building a workforce that reflects the diverse communities we serve and encourage applications from all backgrounds. We are a Disability Confident Employer and offer support for applicants requiring reasonable adjustments.
Our comprehensive benefits package includes a competitive salary, generous annual leave, and access to a robust pension scheme.
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