Join us on the Journey
National Express are recruiting a Customer Service Advisor to join the team on a Fixed Term Contract for 9 months. The role will be based at our Digbeth location. The successful candidate will respond to complaints and claims in a highly professional, appropriate and timely manner, that will exceed customer expectations. They will support the sales of products we offer by all sales channels including Direct Debit, online orders, subscriptions, Swift and mTickets.
What you'll do:
- Ensure a professional, appropriate and timely response to all customers, and claimants, that will exceed expectations
- Respond to third party organisations where appropriate, in a timely and appropriate manner to ensure strong stakeholder engagement
- Ensure proactive contact is made with customers to resolve escalated incidents using the most effective means to ensure a professional and speedy resolution. Ensure all complaints are handled within 48 hours of receipt, where possible
- Refer for investigation all serious issues, including specifically those that relate to staff, safety, race, disability, claims for lost, damaged property or personal injury and where there is an issue that requires immediate corrective action
- Liaise with senior and relevant personnel within the bus business to highlight consistent and systematic failures, to improve our overall service provisions. Raise the profile of the customer service team across the bus business
- Multi task between a number of duties, such as, admin, sales, enquiries, and any other Contact
- Centre duty which requires additional support
- Analyse and record the key issues of all complaints to ensure accurate reporting for quality purposes and ownership for long term service improvements
- Attend meetings on behalf of the Contact Centre, within the Bus businesses, to promote the voice of the customer in key product launches and decisions being made that may affect the overall customer experience
- Liaise with the Management & PR team to ensure we proactively avoid any adverse publicity
- Effectively administer the day to day management of individual accounts
What you'll need:
- Excellent written and verbal skills to communicate with customers to a professional standard for the purpose of clear and effective responses to all contacts
- Excellent telephone manner
- Ability to stay calm under pressure and deal effectively with frustrated customers / conflict within teams
- Experience of delivering excellent customer service in a fast-paced working environment
- Excellent people and communication skills with ability to deal with people and problems effectively and with ease
- Ability to identify root cause for accurate reporting
- Reliable and punctual and to adhere to company dress code in accordance with company guidelines
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
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.
