At a Glance
- Tasks: Assist customers with travel and parking queries while promoting sustainable transport options.
- Company: Join Specialist Passenger Solutions, a leader in passenger transport for major construction projects.
- Benefits: Enjoy competitive pay, health cover, free travel, and discounts on gym memberships.
- Other info: Diverse workplace committed to inclusion and excellent career growth opportunities.
- Why this job: Be part of a people-focused team making a real difference in the community.
- Qualifications: GCSEs in English and Maths, strong customer service skills, and basic IT knowledge.
At Specialist Passenger Solutions (SPS) we are dedicated to providing the perfect journey. SPS was formed in 2016 and serves the passenger transport needs of the EDF Nuclear Project at Hinkley Point C (HPC) in Bridgwater, the largest construction project in Europe. We are the only transport provider for the thousands of people who go to the construction site daily to work or visit. We are now bringing this experience to Sizewell C in Suffolk, providing safe, reliable, and efficient transport for its workforce. We are first and foremost a people business with our colleagues and clients at our heart. We bring together an exceptional mix of people to provide specialist passenger transport solutions, delivering excellence in all that we do. We continue to invest in our people, our services and state-of-the-art technology as we look to improve our customers’ experiences. Our drivers undergo rigorous training focused on safety, responsibility, and customer service, ensuring those on board have an enjoyable journey. SPS is a division of First Bus. We are seeking a motivated individual with strong customer service and interpersonal skills to join our dedicated customer service team. You will act as the primary point of contact for all travel and parking queries. Through clear and efficient communication channels, you will ensure compliance with promoting sustainable travel options, encouraging car sharing, and maintaining positive relationships within the local community. The role requires a proactive, professional, customer-focused approach, engaging positively with local residents, businesses, and community stakeholders. If you want to build a long-term career with lots of opportunity to grow, then this role is for you.
Location: Ipswich, with travel to Sizewell area Hours: 39hrs pw. 5 over 7 days between 04:00-19:00 on a 4-week shift rotation. Salary: £27,000
Summary of role & main responsibilities
- Delivering the full induction process for all new SZC workforce members, explaining the overall transport strategy.
- Allocate appropriate transport solutions to workers and provide clear guidance on parking applications, transport eligibility, and allocation processes.
- Briefing all inductees on driving rules, the correct use of park and ride sites, and worker codes of conduct, ensuring expectations are fully understood.
- Providing each inductee with a detailed induction information pack, including up to date timetables, local bus and rail information, sustainable travel options, route guidance, and promotional car sharing materials.
- Acting as a Customer Service Advisor onsite and within the main office/helpline team, ensuring all workforce members receive accurate, timely updates as required.
- Communicating all relevant updates regarding bus service routes, pick-up points, car-sharing promotions, road closures, delays, or service changes across multiple platforms.
- Serving as the main point of contact for all parking enquiries, including allocation updates, questions relating to parking enforcement across park and ride sites, and community-related parking concerns.
- Logging all travel- and parking-related enquiries into the data management system, ensuring every case is investigated and responded to within agreed timelines.
- Conducting timely follow ups on all complaints, providing customers with clear, consistent updates within set response times.
- Handle complaints professionally via phone and written correspondence, conducting timely follow‑ups and providing clear, consistent updates in line with SPS service standards.
- Ensure complaint responses are accurate and detailed to support root cause analysis and continuous improvement activities.
- Liaising effectively with internal departments to resolve issues and ensure actions are delivered within time frames and communicated appropriately.
- Providing cross-cover for SZC Inductions and the SPS onsite office as required, ensuring continuity of service and consistent performance.
Skills & Experience
- Essential GCSEs (or equivalent) in English and Maths
- Valid UK driving licence
- Basic IT proficiency and knowledge (Microsoft Office, email systems, data entry)
- Basic knowledge of transport, travel planning, or workforce movement processes
- A strong understanding of customer service standards and complaint handling principles with the ability to follow operational policies, guidelines, or travel/transport procedures
- Proficiency in a customer service environment across face to face, phone, and email channels with experience in handling and resolving conflicts within set processes, timelines, and experience delivering information or briefings to groups
- Accurate data entry and use of the Complaints Management System or operational systems
- Knowledge of data accuracy, record keeping, and confidentiality requirements.
- A strong awareness of Health and Safety, security, and compliance within a safety critical environment with the ability to effectively communicate service changes and updates
- Desirable Background in transport, logistics, parking, or travel planning and an understanding of sustainable travel modes, park & ride operations, and car-sharing schemes
- Knowledge of Complaints Management Systems, travel, or park & ride operations
- Familiarity with reporting, data monitoring, client facing summaries or delivering inductions/ onboarding sessions
- Relevant customer service or HSSE training or qualifications
- Awareness of local transport networks (bus, rail, road layouts, timetables)
- Experience working with a large infrastructure, construction, or regulated project with a strong understanding of complaints management systems, helpdesk tools, or transport scheduling systems
SPS26 Benefits
- Annual pay review
- Smart health cover - our award-winning employee assistance program offers 24/7 confidential support for you and your family
- Pension - 5% contributory pension matched by us
- Employee retail discount scheme
- Free bus travel - significantly reduced rail travel for you and your family member
- Life assurance 24/7 Employee Assistance Programme
- Discounted Gym membership
All employees must be willing to undergo the Baseline Personnel Security Standard (BPSS) check and obtain a DBS certificate.
These checks help ensure the honesty and integrity of individuals working at a Nuclear Licensed Site or with sensitive nuclear information.
SPS Bus welcomes applicants from all backgrounds and is committed to diversity and inclusion regardless of gender, race, religion, disability, sexual orientation, or age.
We’ve embarked on a journey of major transformation – to make sure we put our people and customers first. Our people are the beating heart of First Bus. Without them, there would be no drivers to take customers to where they need to go and no engineers to keep our buses safely on the road.
Customer Service Advisor in Ipswich employer: Specialist Passenger Solutions Limited
At Specialist Passenger Solutions, we pride ourselves on being an excellent employer, offering a supportive team culture and opportunities for training and career progression within the dynamic environment of the Sizewell C project. Our employees enjoy competitive pay, comprehensive benefits including free bus travel, and a commitment to diversity and inclusion, making us a rewarding place to work for those seeking meaningful employment in the transport sector.
Contact Details:
Specialist Passenger Solutions Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Ipswich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Specialist Passenger Solutions Limited. 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 Specialist Passenger Solutions Limited 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 Service Advisor in Ipswich
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 Specialist Passenger Solutions Limited:Your cover letter is your chance to shine! Tell us why you want to work at Specialist Passenger Solutions Limited 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 Specialist Passenger Solutions Limited!
How to prepare for a job interview at Specialist Passenger Solutions Limited
✨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.
