Customer Service Advisor

**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.

We have an exciting opportunity for Customer Service Advisors, based within our calls team in Birmingham, who will ensure a highly professional, appropriate and timely response is provided to all our customers that will exceed expectations, retain customer loyalty and avoid adverse publicity.

**This role is working 30 hours per week any 5 days from 7, and any shift pattern between the hours of 0800 - 2200. Please note that this is a home based role.**

**What you'll do...**
- Respond to general enquiries, sales contacts & complaints received through a variety of contact channels but primarily telephone in a professional and timely manner.
- Proactively resolve any customer issues, identifying and reporting the root cause to the appropriate department or personnel.
- Promote, initiate interest and positively sell our products and services to generate sales and maximise all opportunities for add on sales.
- Operate computer and manual systems as necessary to process work, maintain accurate records and access information and provide standard reports.
- Maintain an up-to-date knowledge of our products, services and systems to support the delivery of a high quality and effective customer contact service.
- Work within the appropriate standards required within company policies and procedures to ensure a high level of service is provided to customers
- Ensure productivity and quality assessment targets are achieved within company guidelines based on the activities undertaken.
- Multitask between a number of duties, such as, sales calls, general enquiries, complaint handling, proactive response to network incidents, and organising displaced customer movement.
- Refer for investigation all serious issues, including specifically those that relate to staff, safety, race, disability, claims for lost, damaged property or personal injury and where there is an issue that requires immediate corrective action
- Verify information through the appropriate channels, using the appropriate tools before referring for investigation and/or responding to the customer. Make effective use of all technology.
- Assess and award compensation, where appropriate, in line with departmental guidelines
- Record and administer any refunds of unused tickets in accordance with company guidelines
- Escalate any issue that is likely to cause reoccurring issues or bad publicity immediately.
- Carry out any administrative duties or tasks within the scope, spirit and purpose of the job as requested by a manager

**What you'll need**:

- Excellent telephone manner.
- Ability to stay calm under pressure and deal effectively with frustrated customers / conflict within teams.
- Experience of delivering excellent customer service in a fast-paced working environment.
- A pro-active “can do” approach
- Proactive sales skills to promote all available National Express products and services.
- Excellent people and communication skills with ability to deal with people and problems effectively and with ease.
- Ability to identify root cause for accurate reporting
- Reliable and punctual with physical appearance in accordance with company guidelines.

**In return, we offer a wide range of benefits such as...**
- Free travel for you and your partner
- Company pension
- Access to NX Health Bus
- Employee Assistance Programme
- Variety of deals and discounts available through NX online portal

**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.