Customer Experience Supervisor

2 days ago

Wakefield Bus Station, United Kingdom Arriva Full time
We are looking for a Customer Experience Supervisor to join our team at Wakefield Bus Station. This is a key frontline role where you will lead by example to deliver a safe, welcoming and customer-focused environment, ensuring every customer receives a prompt, professional and positive experience. You will play a vital part in managing day-to-day service delivery, supporting Driver Managers, and responding effectively to customer needs and service challenges in a fast-paced operational setting.If you are a confident, calm and customer-centric individual with strong communication and complaint-handling skills, who can make sound decisions in a fast-paced environment, we want to hear from youYou will be visible, proactive and detail-focused, with a genuine commitment to safety, service excellence and continuous improvement.Key responsibilities
  • Act as the first point of contact for customers needing assistance within the Bus Station (in person)
  • Respond to customer enquiries and resolve customer complaints in person and at the point of contact (first time resolution)
  • Update customers on bus stand changes – in person and via the PA
  • Update service disruption (digitally) – training to be provided
  • On occasion, board customers onto a bus (on stand), taking payment so the bus is ready to depart when driver is available
  • Lead the driver managers in the Bus Station ensuring the decisions being made re services work for both drivers and customers to ensure optimal customer service
  • Liaise with other departments where complex issues require their assistance
  • Be fully aware of all on road incidents and keep both operational Teams and customers aware
  • Attend WYCA meetings to discuss station progression
  • Maintain our high standards of customer service and the health and wellbeing of all bus station users.
  • You will conduct health and safety checks and provide a visual presence to maintain customer confidence.
  • Monitor, record and address any issues of concern with the condition of the facilities, unsafe actions of bus drivers, contractors or customers and
identify anything that might undermine the customer experience
  • Be proactive in identifying changes to improve the interface and service to our customers and advise the Driver Manager of any suggestions
  • Proactively identify customer needs, as well as provide customer
information upon request
  • Ensure information on public transport is up to date.
Person specification This role requires:
  • Experience in Customer Service and Complaint Handling
  • Excellent communication skills both written and verbal
  • Ability to provide excellent customer service in line with the organisational vision and service values
  • Ability to handle complaints and difficult situations in a calm, patient and effective manner
  • Excellent interpersonal skills, able to have difficult conversations in a calm and supportive manner with internal teams as well as customers
  • Excellent attention to detail
  • Adherence to the Company's Life Saving Rules
  • PCV Licence desired but no essential
Additional information
  • As an employee you have a responsibility to co-operate with managers in ensuring that the workplace is safe for everyone by taking reasonable care not to do anything that might endanger you or others, either through your actions or lack of action, and never to act in a way that causes either you or Arriva to be in breach of the law. You are expected to consider, and take account of, the potential hazards and risks in everything you do whilst you are at work. Detailed H&S Responsibilities are published in the Arriva HS&E Management System.
  • Corporate Social Responsibility – Uphold, safeguard and promote the reputation and values of the organisation throughout all internal and external business relationships and activities.
  • Diversity – Be an ambassador for, promote and implement the Diversity Policy at all times.
  • Our aim is to deliver a smart, friendly, visible, customer-centric service to all bus operators and bus station users.
This job description sets out the main duties and responsibilities of the jobholder. It does not constitute an exhaustive or comprehensive description of duties, and the job holder will be required to carry out any additional tasks as and when requested to do so by their manager. Responsibilities and duties may also change in light of future business needs and personal development.

  • Customer Experience Supervisor

    2 days ago

    Wakefield, United Kingdom Arriva Group Full time

    We are looking for a Customer Experience Supervisor to join our team at Wakefield Bus Station. This is a key frontline role where you will lead by example to deliver a safe, welcoming and customer-focused environment, ensuring every customer receives a prompt, professional and positive experience. You will play a vital part in managing day-to-day service...

  • Customer Experience Supervisor

    1 day ago

    Wakefield, United Kingdom Arriva Group Full time

    We are looking for a Customer Experience Supervisor to join our team at Wakefield Bus Station. This is a key frontline role where you will lead by example to deliver a safe, welcoming and customer-focused environment, ensuring every customer receives a prompt, professional and positive experience. You will play a vital part in managing day-to-day service...

  • Customer Experience Supervisor

    2 days ago

    Wakefield, Wakefield, United Kingdom Arriva Group Full time

    We are looking for aCustomer Experience Supervisorto join our team atWakefield Bus Station. This is a key frontline role where you will lead by example to deliver a safe, welcoming and customer-focused environment, ensuring every customer receives a prompt, professional and positive experience. You will play a vital part in managing day-to-day service...

  • Customer Experience Supervisor

    2 days ago

    Wakefield WF AQ, United Kingdom Arriva Full time

    We are looking for a Customer Experience Supervisor to join our team at Wakefield Bus Station. This is a key frontline role where you will lead by example to deliver a safe, welcoming and customer-focused environment, ensuring every customer receives a prompt, professional and positive experience. You will play a vital part in managing day-to-day service...

  • Customer Service Assistant/supervisor

    2 weeks ago

    Wakefield, United Kingdom Admiral Slots - Luxury Leisure Full time

    Job Role: Customer Service Assistant/Supervisor Hours per week: 16 Hourly rate: £11.50 - £12.00 Shift pattern: Mixed shift patterns If working between the hours of 11pm and 6am, you will receive an additional £1.50 per hour between those times. Hit the Jackpot on an exciting new career with Admiral! - Would you like to join Admiral, the...

  • Unit Supervisor — Lead Teams

    2 weeks ago

    Wakefield, United Kingdom Tenpin Ltd Full time

    A leading entertainment company in Wakefield is seeking a passionate Unit Supervisor to manage daily operations and ensure excellent customer service. The ideal candidate will have at least 12 months of supervisory experience and a strong focus on team leadership. Perks include free bowling and food during shifts. Join us to grow your career in a fun...

  • Night Customer Service Assistant/supervisor

    1 week ago

    Wakefield, United Kingdom Admiral Slots Full time

    Job Role: Night Customer Service Assistant/Supervisor Hours per week: 20 Hourly rate: £11.50 - £13.50 Shift pattern: 2 Nights per week usually working 10 PM - 8 AM, weekend availability essential If working between the hours of 11pm and 6am, you will receive an additional £1.50 per hour between those times. Hit the Jackpot on an exciting new career...

  • Supervisor

    5 days ago

    Wakefield, United Kingdom EURO GARAGES LIMITED Full time

    **Role**:Starbucks Supervisor **Location: Wakefield, WF2 7UA** **Hours**:Part time / Full time Available **Salary**:£10.00 per hour **Bonus Scheme**:Quarterly Bonus Incentive! **What will my role look like as a Supervisor?** As a **Starbucks Supervisor** you will use your initiative to ensure the store runs smoothly and all of our customers leave...

  • Leon Supervisor

    2 weeks ago

    Blackfriars Station, United Kingdom LEON Restaurants Full time

    **Role**: LEON Supervisor **Location**: Blackfriars Station, EC4M 7LQ **Hours**: Part-Time / Full-Time Hours Available / Permanent **Hourly Rate**: £10.85 - £11.50 **Bonus Scheme**: Quarterly Bonus Incentive! **Company**: LEON Restaurants We are looking for a dedicated Supervisor / Shift Leader who can lead, inspire and motivate a team to join our...

  • Leon Supervisor

    3 days ago

    Moorgate Station, United Kingdom LEON Restaurants Full time

    **Role**: LEON Supervisor **Location**: Moorgate Station, EC2M 6XB **Hours**: Part-Time / Full-Time Hours Available / Permanent **Hourly Rate**: £10.85 - £11.50 **Bonus Scheme**: Quarterly Bonus Incentive! **Company**: LEON Restaurants We are looking for a dedicated Supervisor / Shift Leader who can lead, inspire and motivate a team to join our...