Official Specifications
Role Overview & Mandate
Executive Summary
Overview: Acting as the as the conduit between customers and the business, this role is about ensuring our customers receive all the help,...
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Verified by ApexHire Intelligence Desk
Active Audit
Reviewed by Compensation & Visa Analysts •
Sources: USCIS E-Verify & Home Office CoS
Overview:
Desirable:
Acting as the as the conduit between customers and the business, this role is about ensuring our customers receive all the help, support and inspiration to use our services that they need. As the first point of contact, it is your role to ensure that every customer receives outstanding customer service and that opportunities for the business to learn and improve are captured so they can be reviewed by management. The role can be pressured at times but is highly rewarding for someone who thrives on looking after customers and finding solutions for them.
Responsibilities:
- Deliver an excellent customer experience every time. Whether it is helping our customers top up their key card to training our customers how to use the bus, you will ensure our customers walk away confident and happy.
- Supporting our customers with all types of queries from which bus route is best for them to helping our customers be reunited with their lost property
- Assisting customers who have accessibility needs with travel confidence building, including wheelchair assessments
- Keep confidential records and financial information private and secure
- Work with multiple systems to be able to give correct and up to date information to our customers
- On some occasions, staffing the ticket office at Redhill bus station proactively approaching passengers to offer assistance with onward travel
- On some occasions, working away from the main retail site at events or roadshows
- Respond to verbal customer complaints/queries immediately, where appropriate using your own skill and knowledge to resolve or direct to an appropriate person who can assist
Essential:
- Passionate about excellent customer service
- Confident in communication with customers and colleagues
- Works effectively as part of a team
- Adaptable and flexible to changing circumstances
- Confidence using a PC and the ability to multitask though we have a range of support tools designed to help you deliver the best customer experience.
- An enthusiastic, positive attitude with a real desire to help others
- Positive and flexible approach to work
- High level of attention to detail and accuracy
Desirable:
- Minimum of 1 year customer service experience
- Experience of dealing with complex customer queries
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