Customer Service Advisor Job at Somerset Passenger Solutions (Ipswich)

Customer Service Advisor

Somerset Passenger Solutions

Location:
United Kingdom , Ipswich

Category:
Customer Service

Contract Type:
Not provided

Salary:

27000.00 GBP / Year

Save Job

Apply Position

Job Description:

We are seeking a motivated individual with strong customer service and interpersonal skills to join our dedicated customer service team. You will act as the primary point of contact for all travel and parking queries. Through clear and efficient communication channels, you will ensure compliance with promoting sustainable travel options, encouraging car sharing, and maintaining positive relationships within the local community. The role requires a proactive, professional, customer-focused approach, engaging positively with local residents, businesses, and community stakeholders. If you want to build a long-term career with lots of opportunity to grow, then this role is for you.

Job Responsibility:

Delivering the full induction process for all new SZC workforce members, explaining the overall transport strategy
Allocate appropriate transport solutions to workers and provide clear guidance on parking applications, transport eligibility, and allocation processes
Briefing all inductees on driving rules, the correct use of park and ride sites, and worker codes of conduct, ensuring expectations are fully understood
Providing each inductee with a detailed induction information pack, including up to date timetables, local bus and rail information, sustainable travel options, route guidance, and promotional car sharing materials
Acting as a Customer Service Advisor onsite and within the main office/helpline team, ensuring all workforce members receive accurate, timely updates as required
Communicating all relevant updates regarding bus service routes, pick-up points, car-sharing promotions, road closures, delays, or service changes across multiple platforms
Serving as the main point of contact for all parking enquiries, including allocation updates, questions relating to parking enforcement across park and ride sites, and community-related parking concerns
Logging all travel- and parking-related enquiries into the data management system, ensuring every case is investigated and responded to within agreed timelines
Conducting timely follow ups on all complaints, providing customers with clear, consistent updates within set response times
Handle complaints professionally via phone and written correspondence, conducting timely follow-ups and providing clear, consistent updates in line with SPS service standards
Ensure complaint responses are accurate and detailed to support root cause analysis and continuous improvement activities
Liaising effectively with internal departments to resolve issues and ensure actions are delivered within time frames and communicated appropriately
Providing cross-cover for SZC Inductions and the SPS onsite office as required, ensuring continuity of service and consistent performance

Requirements:

GCSEs (or equivalent) in English and Maths
Valid UK driving licence
Basic IT proficiency and knowledge (Microsoft Office, email systems, data entry)
Basic knowledge of transport, travel planning, or workforce movement processes
A strong understanding of customer service standards and complaint handling principles with the ability to follow operational policies, guidelines, or travel/transport procedures
Proficiency in a customer service environment across face to face, phone, and email channels with experience in handling and resolving conflicts within set processes, timelines, and experience delivering information or briefings to groups
Accurate data entry and use of the Complaints Management System or operational systems
Knowledge of data accuracy, record keeping, and confidentiality requirements
A strong awareness of Health and Safety, security, and compliance within a safety critical environment with the ability to effectively communicate service changes and updates

Nice to have:

Background in transport, logistics, parking, or travel planning and an understanding of sustainable travel modes, park & ride operations, and car-sharing schemes
Knowledge of Complaints Management Systems, travel, or park & ride operations
Familiarity with reporting, data monitoring, client facing summaries or delivering inductions/onboarding sessions
Relevant customer service or HSSE training or qualifications
Awareness of local transport networks (bus, rail, road layouts, timetables)
Experience working with a large infrastructure, construction, or regulated project with a strong understanding of complaints management systems, helpdesk tools, or transport scheduling systems

What we offer:

Pension – 5% contributory pension matched by us
Employee retail discount scheme
Free bus travel & significantly reduced rail travel for you & family members
Life assurance
Health benefits
24/7 Employee Assistance Programme

Additional Information:

Job Posted:
May 05, 2026

Expiration:
May 28, 2026

Employment Type:

Fulltime

Work Type:

On-site work

Somerset Passenger Solutions - All Job Offers

Job Link Share:

Compare pay for this role

Aggregated ranges from job postings for Customer service advisor.

Customer service advisor salary