Customer Service Advisor
National Express LTD, Digbeth, Birmingham
Customer Service Advisor
Salary not available. View on company website.
National Express LTD, Digbeth, Birmingham
- Full time
- Permanent
- Onsite working
Posted today, 6 Nov | Get your application in now to be one of the first to apply.
Closing date: Closing date not specified
job Ref: 01a23fdbcd894389853c7e3fb68ed896
Full Job Description
- Control customer situation when a Coach is running late (or early) and communicate with our customers during pre-departure, during travel and after arrival using the appropriate communication channels
- Resolve and/or remedy a situation, which includes compensation, gifts to customers and post-travel communication
- Communicate proactively to customers through the most effective contact channel in line with the Service Disruption Plan (Phone, Text, Email, On-Screen, etc.)
- Support the team manager in providing reports and analysis on operational performance to highlight areas for improvement or increased value
- Work closely with other customer touch-points and stakeholders promoting the 'voice of the customer', ensuring the customer is at heart of the outcome when managing our customers' experience
- Ensure all stranded, vulnerable and displaced passengers are managed effectively and all documentation kept up to date as required
- Manage important or critical Social Media contacts outside the working hours of the Digital Contacts team (2200-0100 and 0600-0800)
- Support the management team, representing CRT in meetings as required, liaise with other departments and promote a collaborative atmosphere and environment
- Manage the texting on-board facility and deliver interventions to improve the customer experience
- Manage escalated calls that come through to Customer Service Advisors from customers in extreme situations throughout the day i.e. stranded customer, plus Emergency Calls from 0600-0900 and 1700-0100
- Ensure all Legal obligations are adhered to
- Fully support the team manager in the continuous developments of systems, processes and improvement plans
Strong interpersonal skills with the ability to communicate and influence effectively at all levels - Ability to be proactive and resolve problems quickly and effectively
- Display a high level of dynamic decision making and be able to work on own initiative
- Prioritise workload through triage, demonstrating initiative and ownership of incidents
- High level of written, analytical and keyboard skills
- Effectively communicate information and ideas in written and verbal format, and build and maintain relationships
- Passionate about Customer Service with a proven track record of delivering against the NX customer values
What we offer in return for your hard work and commitment... - Free Bus & Coach travel for yourself
- Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner
- 50% discount for friends and family on full fares on our coach services
- Life Assurance
- Company pension
- Employee Assistance programme
- Private online GP service