At a Glance
- Tasks: Ensure safety and provide travel advice at busy bus stations.
- Company: Join a dynamic team improving passenger experiences in Leicester.
- Benefits: Generous leave, pension scheme, training opportunities, and flexible benefits.
- Other info: Enjoy a supportive work environment with great career development.
- Why this job: Make a real difference to thousands of passengers every week.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 25583 - 25989 £ per year.
Full Time / 37 Hours Per Week / Permanent
Do you have strong customer service skills and thrive in a pressure-driven environment? Both the Haymarket and St Margaret's bus stations are busy environments with over 1700 buses departing every day, nearly 100,000 passengers a week passing through and the Customer Services Officers directly helping over 3000 people a week. This is a fantastic opportunity for a Customer Service Officer to join our team.
Reporting to the Bus Station Management team and Senior Customer Service Officer, you'll be a valued member of the team working on the bus stations and alongside a cleaning team. Your primary duty is to ensure the safety of all using the station as well as provide impartial travel advice to the public, take complaints and deal with any incidents either as a first aider, defusing situations or calling emergency services. Whilst every day is the same, every day is also different. Based at Haymarket Bus Station, you’ll be required to work across both sites, on a rota basis between the hours of 7am and 10:30pm, 7 days a week.
Region: Central
Location: St Margarets Bus Station
Salary: GBP 25,583 - GBP 25,989 Per Year
Package: Total benefit value (includes pension contribution and full holiday entitlement): GBP 35,437.77
Contractual hours: 37
Basis: Full time
What You’ll Be Doing
- You’ll ensure the bus station is running efficiently and safely by completing daily health and safety checks, and service information is readily available and up to date.
- You’ll deal with people professionally to increase patronage and the passenger experience.
- At times, you’ll deal with first aid instances such as hypothermia in the winter, vehicle accidents, anti-social behaviour around drug and alcohol abuse, as well as homelessness.
- You’ll manage a huge range of varied tasks such as lost property, replacing timetables and dealing with service cancellations.
- You’ll work in some difficult situations, and on occasion as the only senior officer on site, you’ll be required to make appropriate decisions.
- As a trained first aider and a fire marshal, you’ll complete fire alarm and emergency light testing.
What You’ll Need
- With experience working in a customer service environment, you’ll have proficient IT skills with experience of using computers to extract information.
- You’ll have excellent communication skills and show resilience when dealing with potentially difficult or distressed customers and emergency situations.
- You’ll be able to respond to daily emails and queries, write incident reports, ensure all key information is recorded accurately, as well as read timetables and confidently explain these to customers.
- As an independent decision maker, you’ll manage your own workload, use your own initiative, and positively respond to the unexpected.
What We Can Offer You
As well as the satisfaction of helping to improve thousands of lives across Leicester, you can look forward to a work environment that encourages a healthy work/life balance. You’ll enjoy generous annual leave, membership of the Local Government Pension Scheme. We’ll also give you the chance to develop your skills and expertise with a variety of training and development opportunities. In addition, you can choose from a number of flexible benefits, including discounts on city buses and trains.
Join us
We’re committed to recruiting a diverse and highly-talented workforce as we continue to build a council that is fitting and representative of our great city. That’s why we’ve designed our recruitment process to put you at your ease, make you feel welcome and bring the best out of you. We’ll do all we can to make our recruitment process as fair as possible. To help you with your application, take a look at the ‘our approach to recruitment’ page.
Interviews / Assessments will take place on week commencing 31st of August.
Customer Services Officer in Leicester employer: Leicester City Council
Leicester City Council is an exceptional employer, offering a supportive work culture that prioritises employee growth and development. As a Trainee Accountant, you will benefit from a structured training programme, mentorship, and the opportunity to work on real projects while enjoying flexible working arrangements and generous annual leave. With a clear pathway to a permanent qualified accountant role, this position not only provides valuable experience but also fosters ambition and leadership in the finance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Officer in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Leicester City Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Leicester City Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Officer in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Leicester City Council:Your cover letter is your chance to shine! Tell us why you want to work at Leicester City Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Leicester City Council!
How to prepare for a job interview at Leicester City Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
