Customer Experience Supervisor

• Act as the first point of contact for customers needing assistance within the Bus Station (in person)
• Respond to customer enquiries and resolve customer complaints in person and at the point of contact (first time resolution)
• Update customers on bus stand changes – in person and via the PA
• Update service disruption (digitally) – training to be provided
• On occasion, board customers onto a bus (on stand), taking payment so the bus is ready to depart when driver is available
• Lead the driver managers in the Bus Station ensuring the decisions being made re services work for both drivers and customers to ensure optimal customer service
• Liaise with other departments where complex issues require their assistance
• Be fully aware of all on road incidents and keep both operational Teams and customers aware
• Attend WYCA meetings to discuss station progression
• Maintain our high standards of customer service and the health and wellbeing of all bus station users
• Conduct health and safety checks and provide a visual presence to maintain customer confidence
• Monitor, record and address any issues of concern with the condition of the facilities, unsafe actions of bus drivers, contractors or customers and identify anything that might undermine the customer experience
• Be proactive in identifying changes to improve the interface and service to our customers and advise the Driver Manager of any suggestions
• Proactively identify customer needs, as well as provide customer information upon request
• Ensure information on public transport is up to date

• Experience in Customer Service and Complaint Handling
• Excellent communication skills both written and verbal
• Ability to provide excellent customer service in line with the organisational vision and service values
• Ability to handle complaints and difficult situations in a calm, patient and effective manner
• Excellent interpersonal skills, able to have difficult conversations in a calm and supportive manner with internal teams as well as customers
• Excellent attention to detail
• Adherence to the Company’s Life Saving Rules
• PCV Licence desired but no essential

PCV Licence