Customer Engagement Assistant at Stagecoach Group Limited

Perth, Scotland, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

27 Sep, 26

Salary

25342.08

Posted On

29 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Written Communication, Verbal Communication, IT Proficiency, Literacy, Numeracy, Customer Service, Conflict Resolution, Empathy, Problem Solving, Omni-channel Support

Industry

Interurban and Rural Bus Services

Description

Salary 25.342.08 Customer Engagement Assistant Let's be upfront with you: this isn't the highest-paying job you'll ever have. But it could be the one that has the biggest impact on your career. Every day, millions of people rely on Stagecoach to get where they need to go. When they have a question, a problem, or just need someone to actually listen, you're that person. Working across calls, webchat, email, SMS and social media, you'll be the voice (and the typing fingers) of one of the UK's biggest transport businesses. No two days are the same. One minute you're resolving a tricky complaint with empathy and a bit of creative thinking; the next you're spotting a pattern in your calls that quietly improves things for thousands of future customers. You'll work closely with our regional operational teams, and over time you'll feel less like a contact centre agent and more like someone who genuinely runs things. What we need from you Excellent communication skills, written and verbal, across every channel Confidence with IT systems and the ability to pick things up quickly Strong literacy and numeracy; you'll be interpreting information and making judgement calls daily Previous experience in a customer-facing role (a shop, a café, a helpline, it all counts; contact centre experience is a bonus but not essential) The ability to stay calm, empathetic and solutions-focused when things get difficult You'll thrive here if you... Genuinely like helping people, not just ticking a box and moving on Take ownership rather than looking for the nearest exit Treat every customer as an individual, not a ticket number Are equally comfortable on the phone or behind a keyboard What you'll gain Omni-channel contact centre skills that are genuinely in demand Confidence handling complex, real-world conversations Experience working with enterprise-level systems and processes Visibility across a national brand, and a network to match A team around you, not just a job title A CV that opens doors well beyond this role The role is 37.5 hours per week on a rotating shift pattern, Monday to Sunday between 08:00 and 18:00. Stagecoach is proudly an inclusive employer, striving for a culture where everyone can be themselves and where all the differences people bring are truly appreciated. We welcome applications from all, irrespective of gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation or age. We also live by our five values across Stagecoach; We plan for the future, We do the right thing, We are stronger together, We are down to earth and We support communities. If you care about people and you’re ready to get stuck in, we’d love to hear from you. -------------------- Stagecoach is proudly an inclusive employer, striving for a culture where everyone can be themselves and where all the differences people bring are truly appreciated. We welcome applications from all, irrespective of gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation, or age. Location: Stagecoach Group Head Office 10 Dunkeld Road Perth PH1 5TW Welcome to Stagecoach, the UK’s #1 bus company. If you’re ready to join our team, simply fill out an application via a PC or mobile device, and a member of our Recruitment team will be in touch to inform you of next steps. Every day we help millions of passengers get to the people and places that matter to them, connecting the communities we are proud to serve. Founded in 1980, Stagecoach has established itself as the UK’s largest transport operator, with services connecting more than 100 major towns and cities in England, Scotland, and Wales. We work with our partners to deliver a greener, smarter, safer, healthier, and fairer country. Providing extensive expertise in commercial and contracted markets, we assist national and regional government to deliver on ambitious plans for their citizens, communities, and local economy. Our team of 26,000 employees are proud to serve our customers and be an integral part of their local communities.

Responsibilities

Act as the primary point of contact for customers across calls, webchat, email, SMS, and social media. Resolve complex complaints and identify patterns to improve overall customer experience.