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Customer Experience Specialist
2 months ago
We are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Advisor. As a key member of our transport control team, you will be responsible for booking and managing transport services for customers in line with contractual obligations and within agreed control team policies and procedures.
Key Responsibilities- Operational Customer Service: Respond to all operational customer requirements by booking emergency transport services within pricing agreements for organisations.
- Transport Service Management: Manage, monitor and track all transport services in operation using an internal mapping system.
- Issue Escalation: Record and escalate any issues that may affect the safe or timely running of an operation, working within agreed KPI's.
- Communication: Maintain effective communication with Coordinators during the running of all operations to ensure that any required actions are put in place or escalated.
- External Liaison: Liaise with external agencies and organisations as necessary to obtain required information (emergency services, Network Rail, DVSA, local authorities, rail user groups, airlines etc).
- Stand-by Vehicle Management: Manage the provision of stand-by vehicles and drivers and record any changes.
- Customer Focus: Customer focused and committed to give excellent service delivery.
- Communication Skills: Confident and professional telephone manner and excellent call handling skills.
- Problem-Solving: Ability to work well under pressure and a solution-focused approach to dealing with complex information.
- Attention to Detail: High level of attention to detail and good geographical knowledge.
- Regulatory Knowledge: Familiar with railway and road transport regulations (not essential).
- Team Player: Can-do attitude and a willingness to work as part of a supportive and friendly team environment.
Due to the nature of the business, working alongside global airline and train companies, we operate under a 24-hour system. The hours currently on offer are as follows:
4 days at 7am – 7pm followed by 4 days off and then repeat.
We offer a range of benefits, including:
- Full Training: Comprehensive training program to ensure you have the skills and knowledge required for the role.
- Modern Office Space: Brand new modern office space and location.
- Free Travel Pass: Free train/bus travel pass upon completing probation.
- Company Share Options: Opportunity to participate in company share options.
- Life Assurance: Life assurance scheme.
- Pension Builder: Pension builder scheme.
- Dress Down Attire: Dress down attire policy.
- Modern Kitchen Facilities: Modern kitchen facilities.
- Genuine Progression Opportunities: Genuine opportunities for career progression and professional development.
