We have an exciting opportunity to join our team as a Customer Service Team Leader in Birmingham Coach Station. Shifts will be between 20:15 and 06:15, working a 4 on, 2 off, 4 on 2 off, 4 on 3 off Rolling Rota. As a Team Leader you will provide direction, coach and lead colleagues by personal standards and example. You'll be able to Inspire and empower employees to make decisions that exceed customers' expectations and increase customer confidence by ensuring the maintenance of a high profile and proactive approach to customer service. While acting as a brand ambassador for the business at all times, you will deliver an exceptional and inspiring experience to all National Express customers and engage with them to make informed decisions that will exceed high expectations. Successful Applicants will be invited to attend an interview on Tuesday 15th April. What you'll do...

• Provide quality customer service, including interacting with customers, answering customers enquiries and effectively handling customers complaints, liaising with Customer Relations to prevent escalation [where applicable]
• Provide support during daily Operations, liaising with our Network Control Centre, partner operators and other Coach Stations
• Maintain effective communication regarding delays, incidents and service disruptions across the network
• Ensure all Customer Service Advisors are adhering to the local working procedures, proactively providing support and assistance to the team, customers, colleagues, drivers and external stakeholders
• Have a full understanding of the National Express complaints system, iCase system and log potential customers complaints
• To assist the Duty Manager/Coach Station Manager with the team development and training along with the implementation of the Customer Service Improvement Plan
• Ensure established safe working processes are adhered to at all times including all procedures and regulations to maintain a safe working environment
  
  Experience working overnight shifts (Ideal)
• Experience leading a team, being the first point of resolution for complaints, completing admin tasks and cash handling
• English language skills
• Experience of front-line customer service in a fast paced environment
• Positive attitude to customer service and personal development
• Ability to work in a team or independently on your own initiative
• Good level's of stamina is required as you will need to be available to assist customers inside and outside the coach station for long periods of time
• The ability to work shift patterns including weekends and bank holidays
  
  We offer a wide range of benefits such as...
• Free Coach travel for yourself on the National Express network
• Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner on the National Express network
• Variety of deals and discounts available through NX online portal
• Endless opportunities for progression within the business!
National Express is committed to creating an inclusive workplace that reflects the diverse communities we serve and we positively encourage applications from all sectors of the community. We are a Disability Confident Committed employer and should you require any adjustments at any stage of the recruitment process please let us know We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date.Things to Note... At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees. As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.