Go North West Jobs | Customer Service Advisor Jobs Employment In Manchester, UK

We’re looking for a Customer Services Advisor

We’re on the lookout for a new Customer Services Advisor to join our fantastic team here at our Queens Road depot in the heart of Manchester.

Main responsibilities and tasks

• Supporting the Customer Services Manager to ensure priorities in customer service are identified and met.

• Timely management of the entire customer relations process from answering enquiries, logging complaints, commendations and transferring cases to colleagues as required.

• Escalating queries from media and publicly-elected represented bodies and/or key stakeholders

• Analysing and monitoring customer satisfaction trends and common themes in complaints and making suggestions to deal with future similar situations.

• Supporting the promotion of the company’s services and products through opportunities presented in customer relations.

• Handling enquiries from customers via phone, social media, webforms and post.

• Supporting the development and implementation the company’s customer service policy

• Measuring customer satisfaction and supporting the senior management team to improve services

• Providing key information to Transport for Greater Manchester (TfGM) regarding customer experience across the network.

• Posting/Updating of customer information on relevant websites and applications

• Administrating smartcard and mobile application systems.

• Handling enquiries from the Police for CCTV

• Dealing with incidents, liaising with third parties regarding claims

Key Safety Responsibilities:

• Acting in a manner as to ensure the health, safety, welfare, environment and fire safety of yourself and others in the organisation, as well as any customers, clients and visitors.

• Ensuring that you and any guests to any company premises understand emergency and evacuation arrangements.

• Ensuring your working environment is maintained in a safe and tidy condition.

• Acting proactively in identifying any unsafe practices or safety risks in the organisation and reporting these through the appropriate channels.

• Ensuring adherence to all relevant company and Go-Ahead group company policies and procedures.

Knowledge and Skills Requirements:

• A passion for delivering the highest levels of service

• An effective communicator and good decision maker

• A team player

• Good time management and organisational skills

• A good knowledge of company procedures

• Good understanding of data privacy standards/GDPR

• Good knowledge of the local bus operating area.

• Commercial awareness

• Good IT skills (including email, web forms, m-ticket and key card enquiries).

• Excellent conflict management skills.

• Ability to build positive relationships with customers and colleagues.

• Ability to remain calm under pressure

Behaviours

• Information Seeker – regularly assess information and data; looking inside and outside the organisation for ways to improve.

• Ideas Generator – value fresh thinking and develop innovative ideas to drive the business forward.

• Flexible Thinker – consider business challenges from different perspectives, taking into account the views of others.

• Effective Communicator – Communicate with others in clear, concise and engaging ways.

• Collaborative Team Worker – Value others’ contributions, encouraging teamwork and collaboration.

• Active Influencer – Build long-term relationships in order to develop mutually beneficial networks.

• People Developer – Create a learning and development environment where people can fulfil their potential.

• Confidence Inspirer – Adopt a positive attitude and builds confidence in others

• Trust Builder – Achieve results through building relationships based on treating people with respect and dignity.

• Action Enabler – Make things happen; being accountable for delivering results especially during times of change.

• Continuous Improver – Look to improve performance through better measurement and evaluation.

• Customer Champion – Keep the organisation one step ahead of the customer.

Job Type: Full-time

Salary: £19,000.00 – £21,000.00 per year

Hours are generally 10am-6pm Monday to Friday, however the successful candidate needs to be fully flexible to cover the operational hours of the business.

Benefits:

• Company pension
• Cycle to work scheme
• Free or subsidised travel
• On-site parking
• Sick pay
• Wellness programmes

How to apply

Email your CV and covering letter outlining your skills and suitability for the role to [email protected]

Application deadline: 03/07/2022