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- Tasks: Lead daily operations at Plymouth Coach Station, ensuring top-notch customer service and team support.
- Company: Join National Express, a leading coach service provider dedicated to safety and customer satisfaction.
- Benefits: Enjoy free coach travel, a company pension, and exclusive discounts from major retailers.
- Why this job: Be part of a dynamic team, develop your leadership skills, and make a real impact on customer experience.
- Qualifications: Previous management experience in a fast-paced environment and strong customer service skills are essential.
- Other info: Onsite assessments will be held on Thursday 3rd July; apply early as we may close applications sooner.
The predicted salary is between 28800 - 43200 £ per year.
We have an exciting opportunity for a Duty Manager in Plymouth Coach Station. You will be working any 5 days from 7, (1 in 3 weekends on average) between the opening hours of 08:30 till 05:30, however Fridays open at 08:00. You will play a crucial role in the running of Plymouth Coach Station ensuring the delivery of a safe, secure and customer focused culture. You will work with the Deputy Head of Coach Stations to ensure the service delivered meets the business expectations, as well as provide coaching and development for our Customer Service Advisors.
As the successful candidate, you will have great time management, an eye for detail with the ability to build strong internal and external stakeholder relationships. You will have previous experience of managing your own site and team along with delivering excellent customer service in a fast paced environment.
Successful applicants will be invited to attend an onsite assessment on Thursday 3rd July.
What you’ll do...
- Oversee the day-to-day activities within the site ensuring efficient shift plans to cover business needs.
- Proactively provide assistance to customers, colleagues, drivers and external stakeholders.
- Manage and support staff in line with National Express Policies & Procedures, identifying individual training and development needs.
- Ensure efficient and consistent communication process is in place and daily briefings, regular team meetings and bi-monthly one-to-ones are held.
What we offer in return for your hard work and commitment:
- Free Coach travel for yourself on the National Express network.
- Complimentary coach travel for a Nominated Person on the National Express network.
- A company pension.
- Access to our Employee Assistance Programme, which includes free counselling and further support to improve your health and wellbeing.
- Exclusive benefits and savings from thousands of the UK’s largest retailers and service providers.
- 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.
Customer Service Duty Manager employer: National Express Ltd
Contact Detail:
National Express Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Duty Manager
✨Tip Number 1
Familiarise yourself with the operations of Plymouth Coach Station. Understanding the daily activities and challenges faced by the team will help you demonstrate your knowledge during the interview.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific situations where you improved customer service or resolved conflicts.
✨Tip Number 3
Network with current or former employees of National Express, if possible. They can provide insights into the company culture and expectations, which can be invaluable during your assessment.
✨Tip Number 4
Prepare questions to ask during your onsite assessment. This shows your interest in the role and helps you gauge if the company aligns with your values and career goals.
We think you need these skills to ace Customer Service Duty Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team management. Emphasise any previous roles where you oversaw operations or managed a site, as this is crucial for the Duty Manager position.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully managed teams and delivered excellent customer service in fast-paced environments.
Highlight Key Skills: Focus on key skills mentioned in the job description, such as time management, attention to detail, and relationship building. Use concrete examples to demonstrate these skills in your application.
Prepare for the Assessment: Since successful applicants will be invited for an onsite assessment, prepare by reviewing common interview questions for managerial roles. Think about scenarios where you've had to resolve conflicts or improve team performance.
How to prepare for a job interview at National Express Ltd
✨Showcase Your Leadership Skills
As a Duty Manager, you'll be overseeing a team. Be prepared to discuss your previous management experiences and how you've successfully led teams in the past. Highlight specific examples where you motivated staff or improved team performance.
✨Demonstrate Customer Service Excellence
This role is all about delivering exceptional customer service. Think of instances where you've gone above and beyond for customers. Be ready to explain how you handle difficult situations and ensure customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-life scenarios. Practice responding to hypothetical situations related to managing a busy coach station, such as dealing with delays or customer complaints.
✨Know the Company and Its Values
Research National Express and understand their commitment to customer service and community inclusivity. Being able to articulate how your values align with theirs will show your genuine interest in the role and the company.
