Customer Service Advisor

2 weeks ago

Bolton, United Kingdom Diamond Bus NW Full time

Plan 21- continuing “On Our Journey to Everyday Greatness”. Any colleague accepting the commitment of this Job Description MUST ensure they share and have a comprehensive understanding of Senior Management’s Vision, Ambitions, Passion, Determination and Commitment to be the absolute best we can be in all areas of our business. Our Commitment is to each other, all our employees and our greater stakeholder group. This Vision embraces the fact that every moment we should reflect on experiences, seek to improve, develop our own development plans. In addition, we should encourage and support our peers to do the same. This Job Description highlights specific areas and functions which seek to underpin this Commitment. Thank you for joining the team.

Job title: Customer Services Officer

Reporting to: Operations Manager

Location: North West Region

Basic Purpose of Role: Reporting to the Operations Manager, the focus will be to demonstrate excellent customer service to customer queries through a range of communication tools. You will lead and manage the customer complaints process, lead on communications designed to inform customers and provide a consistent quality of service to our customers. The Customer Service Officer will be accountable for reporting on customer complaints and customer satisfaction performance and managing the customer experience, dealing with any customer service issues that arise. You will be a key player in the Customer Service team working with the Customer Experience team within the NW depots, using your knowledge of the requirements for the operation of passenger carrying vehicles to Identify and resolve day to day customer issues, providing updates and escalate key issues or concerns to your line manager.

Key Accountabilities
- Log and enquiries and complaints through the system (Freshdesk)
- Ensure all complaints are responded to in accordance with Company procedures.
- Take ownership of any complaints escalated to TFGM or other external agencies.
- Manage social media communication and information to be imparted to customers on service disruption or timetable changes.
- Provide support to the commercial Customer Experience Team
- Liaise with the commercial team on customer satisfaction relevant to routes/fares and quality of service.
- Drive engagement with the depot team, including driving staff relating to customer experience.
- Conduct customer satisfaction and experience surveys.
- Support the Administrative team by undertaking administrative tasks within your skills and capabilities.
- To work in accordance with Rotala policies, standard operating procedures, and all relevant legislation.
- To manage and deliver agreed key performance indicators. **To ensure positive working relationships are maintained between the Business and key Stakeholders.**
- To ensure positive working relationships are maintained between the Company and Local Authorities.
- To work in accordance with Company Health and Safety Policies and regulations Qualifications and Experience
- Excellent customer service skills
- Reliable, conscientious with the ability to take ownership of issues.
- Self-motivated with a positive “can do” attitude to all tasks.
- Effective communication skills, both written and verbal with the ability to analyse reports.
- An appropriate level of IT skills
- Educated to at least GCSE Maths & English Pass or equivalent
- Ideally a knowledge of Freshdesk however training will be given.

Company Responsibilities
- Adhere to all Rotala policies and procedures.
- Undertake any training and development activities at the request of the line manager. Health, Safety and Environmental Responsibilities
- At all times, comply with your responsibilities within the Health and Safety Policy, ensuring compliance with relevant legislation.
- Ensure that risk assessments are carried out for areas and activities under the role holder’s control, that appropriate control measures are implemented, and the recommendations are communicated to all of those who may be at risk.
- Report incidents, near misses and dangerous occurrences in a timely manner and ensure effective remedial action is taken.
- Promote safe working practices and initiatives with a positive attitude to safety through personal leadership.
- Support any Company environmental campaigns and be aware of Rotala’s environmental policy. Skills, Experience and Qualifications Required
- Excellent communication and interpersonal skills
- Basic knowledge of safety and Environmental legislation.
- An appropriate level of Computer/IT skills with essential organisational aptitude
- Self-reliant and straightforward communicator with skill sets to promote the customer facing business, in a positive light with the capacity to inspire in a structured and encouraging way.

Performance Measures:
❖ Customer Comment numbers

❖ Customer Comments response times

❖ Customer satisfaction scores from External Industry professionals The above

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