Customer Service Advisor - Birmingham, United Kingdom - National Express

National Express
National Express
Verified Company
Birmingham, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Join us on the Journey... We have an exciting opportunity to join our Contact Centre based in
Birmingham as a
Customer Response Advisor. This role is critical in proactively managing situations 'in the moment' and managing and mitigating dissatisfaction. This high profile role is linked to improving the customer satisfaction score and reducing complaints.

This individual must be able to operate at pace, assimilate the situation and make decisions putting the customer at the heart of the situation while balancing the commercial reality.

The ability to think creatively is also a key attribute required. Workinghours are from
6am to 1am over a rota, this will include working on the
weekends.

What you'll do...

  • Take control of the customer situation when a Coach is running late (or early) and communicate with our customers during predeparture, during travel and after arrival using the appropriate communication channels
  • Take actions to resolve and/or remedy a situation.
  • 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 touchpoints and stakeholders promoting the 'voice of the customer', ensuring the customer is at heart of the outcome
  • 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 and
  • Manage escalated calls that come through to Customer Service Advisors from customers in extreme situations throughout the day

What you'll need...

  • Passionate about Customer Service with a proven track record of delivering against customer values
  • Strong interpersonal skills with the ability to communicate and influence effectively at all levels
  • Have the ability to be proactive and resolve problems quickly and effectively
  • Ability to display a high level of dynamic decision making and be able to work on own initiative
  • High level of written, analytical and keyboard skills
  • Ability to effectively communicate information and ideas in written and verbal format, and build and maintain relationships

We offer a wide range of benefits such as...

  • A free National Express West Midlands bus pass for you
  • Free nationwide National Express coach travel for you and your partner
  • Exclusive benefits and savings from thousands of the UK's largest retailers and service providers
  • Access to our award winning Health Bus; providing free and accessible health checks
  • Access to our Employee Assistance Programme which includes free counselling and further support to improve your health and wellbeing
  • An opportunity to take part in our Cycle to work scheme

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.
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