Customer Experience Advisor

6 months ago

York, United Kingdom First Bus Full time

The purpose of the Customer Experience Advisor (CEA) is to ensure our customers enjoy a positive experience from start to finish when visiting our Park and Ride sites by providing an outstanding level of customer care that will set the new benchmark for customer satisfaction and result in growing revenue.

**Welcome to First Bus**

Hello. First Bus is one of the country's largest bus operators - taking 1.6 million customers to their destinations every day. We're a forward-looking business at the forefront of bus technology, leading the way on contactless payments, mobile Apps and real time information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. It's an exciting time to be here.

**About the role**
- Promote key events happening throughout the city with our customers guiding them on the best way to travel there and find their way back to site.
- Meet Set selling targets during key promotion periods.
- Upsell tickets wherever possible for our key partners in the city (Commission per ticket TBC)
- Keep up to date with the latest events happening in and around the city.
- Support at promotional events with key stakeholders and partners.
- Help customers purchase the right ticket for their journey and support drivers to leave on time.
- Interact with customers to ensure a great first-time experience and guarantee return custom.
- Show customers all the first bus information available through the First Bus App, Twitter, and website using a company issued tablet.
- Improve the net promotor score by delivering exceptional service every time at sites and in the city centre, showcasing to customers how they can leave their feedback.
- Always ensure personal safety and that of others, including visitors, customers, and contractors
- Wear uniform (including Name badge) and safety clothing as supplied, ensuring that your standard of appearance complies with the company standard and is always high.
- Assist and communicate effectively with staff and customers in your defined area, ensuring they are advised of delays or cancellation of service and are regularly updated with current information.
- Ensure the site or area you are working at is kept clean, tidy and hazard free always and presented in accordance with First Bus standards
- Solve problems proactively, working with Operation Supervisors to organise an efficient response to them.
- Keep accurate records of Lost Property and ensure items are brough to City Centre offices for collection.
- To undertake additional tasks as required by the local manager

**About you**
- Resilience and motivation - working well under pressure in a fast-paced environment and handling high volume, sometimes difficult calls
- Polite and clear verbal communication skills with a customer service focus
- Good written communication skills
- Good IT and Computer skills (proficient in all Microsoft Packages)
- Ability to work to targets and tight deadlines (KPI's)

**Rewards & Benefits**
- First Xclusives discount scheme: You and your family & friends can benefit from over 3,000 offers on high street & leisure brands
- Free travel on our buses for you and your family
- £6 all-day train travel for you and your family on Great Western Railway, South Western Railway, Avanti, Trans Pennine Express, Hull Trains
- Cycle to work scheme
- 25 days' holiday + bank holidays
- Pension scheme and chance to buy discounted First Group shares
- Enhanced maternity / paternity pay
- Flexible working

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.

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