We have an exciting opportunity to join our team as a Customer Service Team Leader in Bournemouth Coach Station.
Shifts will be between 07:50 and 17:05 any 5 days from 7. (weekends included)
As a Team Leader you will provide direction, coach and lead colleagues by personal standards and example. You’ll be able to Inspire and empower employees to make decisions that exceed customers’ expectations and increase customer confidence by ensuring the maintenance of a high profile and proactive approach to customer service.
While acting as a brand ambassador for the business at all times, you will deliver an exceptional and inspiring experience to all National Express customers and engage with them to make informed decisions that will exceed high expectations.
Successful Applicants will be invited to attend an interview on Thursday 31st July.

• Provide quality customer service, including interacting with customers, answering customers enquiries and effectively handling customers complaints, liaising with Customer Relations to prevent escalation [where applicable]
• Provide support during daily Operations, liaising with our Network Control Centre, partner operators and other Coach Stations
• Maintain effective communication regarding delays, incidents and service disruptions across the network
• Ensure all Customer Service Advisors are adhering to the local working procedures, proactively providing support and assistance to the team, customers, colleagues, drivers and external stakeholders
• Have a full understanding of the National Express complaints system, iCase system and log potential customers complaints
• To assist the Coach Station Manager with the team development and training along with the implementation of the Customer Service Improvement Plan
• Ensure established safe working processes are adhered to at all times including all procedures and regulations to maintain a safe working environment