Position Overview & Specifications

Job Purpose

This role is about delivering exceptional service to Stagecoach customers who are able to contact us in a variety of ways across voice & digital platforms. You will ensure every customer feels listened to, understood and treated like an individual; and using your own technical skills combined with our outstanding technology, strive for the most effective first time resolution.

Flexible, adaptable and proactive; the Customer Engagemenr Advisor (CEA) is able to respond effectively to the changing needs of customers and tailor outcomes based on individual requirements - working closely on a daily basis with our regional operating companies in order to do so.

You will help Stagecoach stay ahead of the game by identifying themes in your customer interactions, cascading these to your Team Leader in order to drive improvement activity at company level - helping us find creative ways to make life easier for future customers who may encounter the same challenges.

Principal Accountabilities

Working in our omni-channel contact centre, using multiple contact channels equally competently in order to deliver brilliant solutions to our customers. This will include traditional inbound voice calls and digital interactions across, email, webforms and social media, and will also include outbound calling to both customers and regional operational centres. Over time, the role will also evolve to include outbound sales through service activity, so you should be equally comfortable with outbound work.

Your normal working hours will be 37.5 hrs per week. You will be required to participate in a shift pattern which will include evening and weekend cover between the hours of 08:00 and 17:00 Monday - Friday and 09:00 – 17:00 Sat - Sun on a 4 week rotational basis 5 days out of 7, which this will be assigned to you in advance. You may be expected to work such additional hours as necessary to meet the needs of the business, subject to the limits prescribed by the Working Time Regulations or any relevant opt-out agreement.

The most important skill you will possess is a passion for putting the customer at the heart of everything you do; every single customer should be treated as well as you would expect one of your own family to be.

You will do everything to the highest possible standards and be a brand advocate of Stagecoach, delighting our customers with the quality of service they receive.

Above all else, you will value & respect your peers, wider Stagecoach colleagues and your working space.

We want this to be a brilliant place to work, and we all play a part in making that a reality.

Job Type: Full-time

Salary: £21,744.00 per year

Benefits: