Customer Service Agent - London, United Kingdom - Transport for London

Transport for London
Transport for London
Verified Company
London, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Customer Service Agent

042752

Organisation

  • Customer

Job

  • Contact Centre

Position Type

  • Full Time

Position Type:
Full Time


Contract Type:
Permanent


Grade:
Band 1


Salary:
£26,000pa

Location:
Stratford with a mixture of hybrid working


Overview of role

  • Our customers rely upon Transport for London (TfL) to help them live, work, play and grow in London. It is vital that we maintain open and effective communications to allow them to provide feedback, ask questions and share comments on our performance.
  • We're looking for customer service allrounders: talented, multiskilled people who understand what exceptional customer service looks like and know how to deliver it. This is a new opportunity for you to be a part of a vibrant, fastpaced and demanding customer service area.
  • We're a multichannelled contact centre, providing personalised customer service solutions for people using the London transport network and a wide range of other services Transport for London is responsible for.
  • You'll be part of a team that prides itself in investigating and resolving a range of customer issues, complaints and enquiries. You'll often work closely with stakeholders across TfL and you will play a meaningful part in improving the service we provide.
  • If you are looking for a career in a company that offers great opportunities and longterm career prospects, there is no better place to start than here.

About the job

  • The role is varied and interesting

The main activities include:

  • Entering and updating accurate case notes on our systems.
  • Engaging with colleagues and stakeholders to escalate cases and provide suitable and timely responses to customers.
  • Identifying contact themes and options for process improvement
  • Collaborating with colleagues to ensure accuracy and consistent quality of responses and transactions.
  • Typically, the main type of contacts you will be resolving include:
  • Travel information, journey planning and service updates
  • Accessibility and stepfree journey options
  • Feedback on service and staff performance
  • Enquiries on fares, ticketing options and refunds
  • Feedback on engineering works, service closures and amendments
  • Contacts can relate to any part of the business. Some you will be able to assist with directly, others you will redirect to the appropriate team. All of them are from customers we want to assist in the best possible way.

About you

  • We're looking for people that want to share the best of their personality in doing their best for the customer.
  • To succeed in this role, you'll:
  • Have a strong customer service focus
  • Be a great communicator, both verbally and in writing
  • Enjoy solving problems and using your reasoning skills
  • Have a high degree of empathy and the ability to put customers at ease
  • Have confidence in making well thoughtout decisions
  • Be able to build and maintain relationships with colleagues and stakeholders
  • Enjoy working as part of a team
  • Be inquisitive and enjoy learning and acquiring knowledge of the business
  • As a contact centre role, there are some prerequisites we would expect:
  • Basic computer and internet literacy (including Word and CRM systems)
    (essential)
  • Good knowledge of TfL and its core services and responsibilities
  • An understanding of customer service principles, concepts and techniques
  • Experience of consistently meeting quality benchmark standards
    (essential)
  • Experience of resolving a wide range of customer issues, spanning information, complaints and other enquiries
    (essential)
  • Experience of working in a multichannelled and multiskilled environment
    (desirable)
  • Along with the technical skills and drive to succeed, we're also looking for people with strong characters, who are happy to use their personality to enhance the workplace. We are a large, dynamic organisation renowned and respected worldwide this is your opportunity to join us on our journey providing a strong, green heartbeat for London.

th

August at 23:59

Application Process

The recruitment process consists of the following stages.

You will need to pass each stage to progress onto the next:


Stage 1:
Online Application Form

Stage 2:
Computer-based Assessments

  • This stage consists of a Factors and Call centre Dilemmas.

Please note:


  • The online test is a timed test,_ therefore if you require any reasonable adjustments to be made in order to assist you, then you will need to advise us before you begin the test. Requests for reasonable adjustments cannot be made after the test has been started.

Stage 3:
Interactive Roleplay Exercise

Stage 4:
Scenario Based Interview (SBI)

Campaign Timetable

Reasonable Adjustment Process

  • Please take the time to read the Disability Charter here.

Notice of Cancellation

Appointment to post

  • Although you may be successful and offered the role you may not commen
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