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- Tasks: Lead a team to deliver exceptional customer service during night shifts.
- Company: Join National Express, a leading coach service provider in the UK.
- Benefits: Enjoy free coach travel, discounts, and endless career progression opportunities.
- Why this job: Be a brand ambassador and inspire your team while making a real impact on customer experiences.
- Qualifications: Experience in customer service and team leadership is preferred; overnight shift experience is ideal.
- Other info: We promote inclusivity and welcome applications from all backgrounds.
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 will 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
- 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
What you’ll need...
- 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 levels 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.
Nights Customer Service Team Leader employer: National Express Group PLC
Contact Detail:
National Express Group PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Nights Customer Service Team Leader
✨Tip Number 1
Familiarise yourself with the National Express brand and its values. As a Team Leader, you'll be acting as a brand ambassador, so understanding their mission and customer service philosophy will help you align your responses during the interview.
✨Tip Number 2
Prepare to discuss your experience in leading teams and handling customer complaints. Think of specific examples where you've successfully resolved issues or inspired your team, as this will demonstrate your capability for the role.
✨Tip Number 3
Since the role involves working overnight shifts, be ready to talk about your experience with such hours. Highlight your stamina and ability to maintain high energy levels during late-night operations, which is crucial for customer service.
✨Tip Number 4
Show your enthusiasm for personal development and training. Discuss any relevant training you've undertaken or how you plan to support your team's growth, as this aligns with the responsibilities of assisting in team development.
We think you need these skills to ace Nights Customer Service Team Leader
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the responsibilities and required experience. Tailor your application to highlight how your skills and experiences align with the role of a Customer Service Team Leader.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service and team leadership. Use bullet points for clarity and focus on achievements that demonstrate your ability to lead and inspire a team.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight specific examples from your past experiences that showcase your customer service skills and leadership qualities. Make sure to mention your availability for the shift patterns required.
Proofread Your Application: Before submitting your application, take the time to proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a leadership position.
How to prepare for a job interview at National Express Group PLC
✨Showcase Your Leadership Skills
As a Team Leader, it's crucial to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed a team in the past, focusing on your coaching techniques and how you resolved conflicts or complaints.
✨Understand Customer Service Excellence
Familiarise yourself with the principles of exceptional customer service. Be ready to discuss how you would handle difficult customer situations and what strategies you would implement to exceed customer expectations.
✨Be Prepared for Shift Work Questions
Since this role involves overnight shifts, be prepared to discuss your experience with shift work. Highlight your stamina and ability to maintain high performance during late hours, as well as any strategies you use to stay alert and engaged.
✨Research National Express
Make sure to research National Express thoroughly. Understand their values, mission, and the services they offer. This knowledge will help you align your answers with the company's goals and show your genuine interest in the role.
