Customer Service Advisor

2 weeks ago

Stratford, United Kingdom National Express Full time

**Join us on the Journey...** National Express Group is a leading public transport operator with bus, coach and rail services in the UK, Continental Europe, North Africa, North America and the Middle East. Passengers made 939 million journeys on our services in 2019.

Our aim; to provide excellence in all that we do for National Express customers and keep everyone safe - if we can’t do it safely, we don’t do it. To do this we need the best people and strive to create an environment that motivates and develops our people.

We have an opportunity for a Customer Service Advisor to join our team at **Stratford Coach Station.** This role will put you in the centre of the hustle and bustle of a busy transport environment, selling tickets in and around the outside of the station, answering customer queries and guiding them to their location and ensuringour high standards of health and safety are continually met.

**What you'll do...**
- Consistently deliver an excellent standard of customer service at all times taking a proactive and positive approach to ensure customer satisfaction.
- Promote and demonstrate the “NX Way” when dealing with customers enquiries adopting a customer focused approach at all times.
- Effectively and accurately communicate information to customers and liaise with colleagues throughout the business regarding service updates and disruption.
- Proactively look for opportunities to up-sell National Express services and products.
- Provide support and assistance to customers, colleagues and driver teams.
- Be fully competent in the use of the relevant ticketing and operational systems, processes and procedures necessary to fulfil the role.
- Fully adhere to the Financial and Cash Policy.
- Assist in the training and development of peers and promote DOH rules and maintain a safe working environment.
- Ensure established safe working processes are adhered to at all times.
- Promote a cohesive, empowered and engaged working environment.
- Carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department.
- Actively follow NEL policies including Drug and Alcohol and Equal Opportunities policies.

**What you'll need...**
- Maths and English, GCSE level or equivalent.
- 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.
- Willingness to work in a fast paced environment.
- The ability to work shift patterns including weekends and bank holidays. Occasional working overtime to meet business demands.

We offer a wide range of benefits such as...
- 22 days annual leave
- Free Coach travel
- Company pension
- Employee Assistance programme
- Variety of deals and discounts available through NX online portal
- Endless opportunities for progression within the business

**Things to note...** National Express has a very high focus on health and safety and as a result operates a strict Drugs and Alcohol Policy which is applicable to all employees.

Drug and Alcohol testing is completed as part of the assessment process as well as random checks during employment according to the policy.

**You may also have experience in the following......** Customer Service, Retail, Security, Customer Care, Receptionist, Sales Complaint Handling, Supervisor, Events Management, Operations Assistant, Car Park Management, Travel, Tourism, Transporation Industry

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