Visitor Advisor

5 months ago

London, United Kingdom Transport for London Full time

**Organisation** **-** Customer

**Job** **-** Contact Centre Operations

**Position Type** **-** Full Time

**Job Title**: Visitor Advisor

**Location**: Heathrow, Hounslow

**Salary**: £25,395 Plus Unsociable Hours Allowance

**Band**:1

Bonjour Hola Salve Konnichiwa If you are passionate about saying hello and helping people from all over the world, we’d love you to join our Visitor Centre team.

Our Visitor Centres are based at several key locations across the network and the team help international and domestic visitors to enjoy London through personalised travel and fare advice. The team play a key role in answering any visitor questions and providing tailored advice to those unfamiliar with our transport network. We also sell Oyster card products and tickets for bus tours and several of London’s biggest attractions.

We are currently recruiting for a Visitor Advisor to provide advice and customer service for those looking to use our transport network. This can include planning journeys and itineraries and issuing travel and leisure tickets.

As a Visitor Advisor, you’ll bring great energy and a people focus to the role. You’ll recognise that often you will be the first point of contact for visitors to London therefore a great customer experience starts with you.

**Responsibilities**:

- Consistently demonstrate a high level of customer service in dealing with customer queries and promote self-service offering if appropriate.
- Resolve and take ownership of customer issues and identify opportunities to enhance the customer experience.
- Offer all relevant services and products including TfL and third-party tickets and services available in a Visitor Centre.
- Comply with all administration requirements including processes and procedures for example, local health & safety, security, cash-handling policies, and guidelines.
- Identify customer’s needs using appropriate questions, answering all queries and concerns, and accurately offering a bespoke solution to each individual enquiry.
- Maintain own level of knowledge about the full range of tickets, products, and services available in a Visitor Centre and wider TfL initiatives.

**Knowledge, Skills, and Experience**
- A knowledge of the services operated by Transport for London and its subsidiaries
- An understanding of Transport for London’s key objectives and strategies
- Detailed knowledge of London visitor attraction
- Excellent customer service skills, with the ability to offer the appropriate solution to a customer query and to actively promote available services and saleable products
- Excellent verbal and written communication skills
- Self-motivated, flexible, with a positive attitude and the ability to work under own initiative, demonstrate sound judgment and a proactive response to all customer queries
- The ability to work as part of a team, working towards common goals and objectives
- Proven working background in a fast-moving customer service environment
- Experience of cash handling and reconciliation
- Working experience in a travel or tourism-related environment (desirable).
- Fluent command of a second language (desirable).

**Equality, diversity and inclusion**

**Application Process**

**Benefits**:
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

- Final salary pension scheme
- Free travel for you on the TfL network
- A 75% discount on National Rail Season Ticket and interest free loan
- 30 days annual leave plus public and bank holidays
- Private healthcare discounted scheme (optional)
- Tax-efficient cycle-to-work programme
- Retail, health, leisure and travel offers
- Discounted Eurostar travel

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