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