Customer Service Team Leader

3 months ago


Birmingham, United Kingdom National Express Full time

We have an exciting opportunity to join our team in **Birmingham Coach Station as a Customer Service Team Leader.**

As a Team Leader you will provide direction, coach and lead colleagues by personal standards and example. You’ll be able to Inspire and empower employees to make decisions that exceed customers’ expectations and increase customer confidence by ensuring the maintenance of a high profile and proactive approach to customer service.

While acting as a brand ambassador for the business at all times, you will deliver an exceptional and inspiring experience to all National Express customers and engage with them to make informed decisions that will exceed high expectations.

This **onsite** role will include shift work, on a **4 on 2 off rolling rota, between the hours of 06:15 and 21:15.**

**What you'll do...**
- Provide quality customer service, including interacting with customers, answering customers enquiries and effectively handling customers complaints, liaising with Customer Relations to prevent escalation [where applicable]
- Provide support during daily Operations, liaising with our Network Control Centre, partner operators, Travel for London and other Coach Stations
- Maintain effective communication regarding delays, incidents and service disruptions across the network
- Ensure all Customer Service Advisors are adhering to the local working procedures, proactively providing support and assistance to the team, customers, colleagues, drivers and external stakeholders
- Have a full understanding of the National Express complaints system, iCase system and log potential customers complaints
- To assist the Duty Manager/Coach Station Manager with the team development and training along with the implementation of the Customer Service Improvement Plan
- Ensure established safe working processes are adhered to at all times including all procedures and regulations to maintain a safe working environment

**What you'll need...**
- Experience leading a team, being the first point of resolution for complaints, completing admin tasks and cash handling
- English language skills
- Experience of front-line customer service in a fast paced environment
- Positive attitude to customer service and personal development
- Ability to work in a team or independently on your own initiative
- Good level's of stamina is required as you will need to be available to assist customers inside and outside the coach station for long periods of time
- The ability to work shift patterns including weekends and bank holidays

**We offer a wide range of benefits such as...**
- 22 days annual leave
- Free Coach travel for yourself
- Complimentary coach travel for a Nominated Person
- 50% discount for friends and family on full fares on our coach services
- Company pension
- Employee Assistance programme
- Private online GP service
- Variety of deals and discounts available through NX online portal
- Endless opportunities for progression within the business

**Things to Note...**:
At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.



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