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Customer Service Advisor

4 months ago

Bridgwater, United Kingdom Somerset Passenger Solutions Full time

Customer Service Advisor

Are you someone who is great with people and loves solving problems? We're looking for a Customer Service Advisor to join our team.

We are looking for a dedicated and professional individual to be the main point of contact at various locations in the Bridgwater area for all travel enquiries and complaints. You will play a critical role in resolving issues to the highest possible standard and ensuring customer satisfaction. This position requires excellent customer service skills, a flexible approach to working hours and the ability to manage multiple responsibilities effectively.

Key Duties & Responsibilities:

  • Being the SPS Customer Services first point of contact for new inductees, ensuring complete customer satisfaction.
  • Ensure all induction attendees complete a Travel Request application form.
  • Allocate the correct travel method for each passenger.
  • Issue parking allocations and bus pick-up points.
  • Brief passengers on bus passenger and park-and-ride guidelines.
  • Provide passengers with accurate information about our services.
  • Update and manage the main data warehouse (OCG) travel system.
  • Log complaints via the Zoho helpdesk complaints system and follow up with feedback.
  • Respond in writing or by phone to passenger complaints, ensuring accurate information is provided.
  • Liaise with departments to resolve issues raised.
  • Provide cross-cover for the HPC Inductions and SPS onsite office as required.

Role Requirements

Essential:

  • Customer service background.
  • Flexible approach to working hours in a 24/7 business.
  • Excellent knowledge of Microsoft Office packages.
  • Driving Licence.

Desirable:

  • Customer Service qualification.
  • Knowledge of the transport sector.

Summary of benefits:

  • Pension - 5% contributory pension matched by us.
  • Employee discount scheme
  • Free bus travel & significantly reduced rail travel for you & family members
  • Life assurance
  • 24/7 Employee Assistance Programme
  • Annual pay review linked to retail price index.

About us: SPS has been awarded the whole passenger transport contract for the Hinkley Point C project until 2031. We take around 11,000 clients to and from the site every day, working 24/7 to ensure that construction remains on schedule.

Somerset Passenger Solutions welcomes applications from a diverse range of candidates regardless of background, gender, race, religious beliefs, disability, sexual orientation, or age.

How to Apply: If you are enthusiastic about delivering outstanding customer service and have the skills and experience required for this role, we would love to hear from you.

Please note - All employees must be willing to undergo Baseline Personnel Security Standard (BPSS) and obtain a DBS certificate. This standard is designed to provide a level of assurance as to the honesty, integrity and values of individuals who are required to work at a Nuclear Licenced Site, or who may have access to sensitive nuclear information.

Join us at Somerset Passenger Solutions and be a part of our dedicated team, ensuring the highest standards of travel service and customer satisfaction.