Customer Service Advisor - Tividale

Reporting to the Head of Customer Services and Operations Support, the role of Customer Service Advisor will be to demonstrate excellent customer service to customer queries through a range of communication tools.

You will lead and manage the customer complaints process, lead on communications designed to inform customers and provide a consistent quality of service to our customers. The Customer Service Advisor will be accountable for reporting on customer complaints and customer satisfaction performance and managing the customer experience, dealing with any customer service issues that arise.

You will be a key player in the Customer Service team working with the Operational Team, using your knowledge of the requirements for the operation of passenger carrying vehicles to Identify and resolve day to day customer issues, providing updates and escalate key issues or concerns to the Head of Customer Services and Operational Support.

 

Key Responsibilities 

• Ensure customers are always dealt with in a professional manner by email, letter or telephone
• Investigation and assisting with fact finds
• Recording of all customer enquiries
• Assist with driver queries
• Processing Waybills, Accident and CCTV reports, gaining necessary information from drivers
• Dealing with insurance queries
• Minute taking
• Ticketing data, ticket machine repairs
• Support the recruitment process
• Use of Omnidas, and social media platforms
• Conduct drug and alcohol tests

Preferred Skills

• Excellent customer service skills
• Reliable, conscientious with the ability to take ownership of issues
• Self-motivated with a positive “can do” attitude to all tasks
• Effective communication skills, both written and verbal with the ability to analyse reports
• To maintain accurate records and information relating to the provision of customer services
• Delivering an excellent customer experience by proving advice and wherever possible, resolution at the first point of contact
• Excellent knowledge and understanding of Microsoft Office
• Ability to deal with a wide and diverse range of enquiries to a high standard of customer service covering all areas of the business
• Ability to work on own initiative as well as part of a team
• Experience of working in a customer service environment
• Ability to demonstrate a flexible and co-operative approach towards changing business needs
• To professionally deal with all types of customers, providing a resolution to their enquiry and avoiding potential complaints