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Passenger Support Coordinator

3 months ago

Woking, Surrey, United Kingdom FirstGroup Full time

About the Role:

As a Customer Service Representative, you play a vital role in enhancing our customers' travel experiences. Customers rely on your expertise and friendly demeanor to assist them in selecting the ideal ticket for their journey. Your knowledge and approachability empower our customers to embark on their travels with ease and satisfaction.

Your Key Responsibilities Include:

  • Being the primary point of contact for customers seeking information or purchasing tickets, ensuring they have all the necessary resources to travel confidently.
  • As you gain experience, you will become a trusted source of information regarding not only the customer's journey but also key destinations, attractions, and local transport options.
  • Flexibility is essential as you will engage in various tasks to maintain the station's quality and safety standards. This includes ensuring everything is operational, assisting customers, and contributing to a clean environment.
  • We will equip you with the necessary tools to deliver exceptional customer service, including advanced technology for real-time service updates and a comprehensive training program to enhance your skills, culminating in a Level 2 Customer Service Practitioner Apprenticeship.
  • Managing ticket inventory, supplies, and orders to meet operational needs.
  • Leading by example in all retail aspects of the station, providing guidance and support to ticket office team members.
  • Coordinating ticket office activities, ensuring operational efficiency, maintaining stock levels, conducting cash checks, and keeping customer information up to date.

Minimum Qualifications:

  • A dynamic leader with a solid background in customer service.
  • Highly organized, proactive, and capable of prioritizing tasks effectively.
  • Able to handle repetitive tasks under pressure.
  • Excellent communication skills and a passion for working with people.
  • Confident in engaging with new individuals.
  • Dedicated to providing exceptional service – no task is too great.

Applicants requiring a visa must have a minimum of 6 months remaining at the time of appointment. Full-time training commitment is essential.

Work Schedule:

Our customers rely on us every day of the week, and as part of the station team, you will need to be available for shifts at various times throughout the day.

Average working hours are 37 per week across 5 days.

Benefits:

We offer a comprehensive benefits package, including:

  • Complimentary duty and leisure travel on our services for employees.
  • Free leisure travel for spouses/partners and dependents (subject to criteria).
  • Significant discounts on services from other train operating companies.
  • Extensive training and development support.
  • A wide range of exclusive retail discounts.
  • Attractive pension scheme.