Customer Service Advisor (Customer Response Team)

National Express are recruiting a Customer Service Advisor to join our Customer Response Team, based at our Head Office in Digbeth. The successful candidate will proactively manage situations and mitigate dissatisfaction, linked to improving the customer satisfaction score and reducing complaints per 100,000 customers travelled.

What you'll do:

• Take control of the customer situation when a Coach is running late (or early) and communicate with our customers during pre-departure, during travel and after arrival using the appropriate communication channels.
• Take actions to resolve and/or remedy a situation, which includes compensation, gifts to customers and post-travel communication.
• Communicate proactively to customers through the most effective contact channel in line with the Service Disruption Plan (Phone, Text, Email, On-Screen, etc.).
• 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 touch-points and stakeholders promoting the ‘voice of the customer', ensuring the customer is at the heart of the outcome when managing our customers' experience.
• 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.
• Support the management team, representing CRT in meetings as required, liaise with other departments and promote a collaborative atmosphere and environment.
• Manage the texting on-board facility and deliver interventions to improve the customer experience.
• Manage escalated calls that come through to Customer Service Advisors from customers in extreme situations throughout the day.
• Ensure all Legal obligations are adhered to.
• Support the team manager in the continuous developments of systems, processes and improvement plans.
• Continually seek feedback on performance to enhance and develop both yourself and the Customer Response Team.

What you'll need:

• Strong interpersonal skills with the ability to communicate and influence effectively at all levels.
• Be proactive and resolve problems quickly and effectively.
• Familiar with the benefits and potential pitfalls of all methods available to communicate with our customers both today and in the future.
• Ability to display a high level of dynamic decision making and be able to work on own initiative.
• Be able to prioritise workload through triage, demonstrating initiative and ownership of incidents.
• 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.
• Passionate about Customer Service with a proven track record of delivering against the NX customer values.

What we offer in return for your hard work and commitment:

• Free Bus & 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.
• 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.