Job Description

Overview: Do you love helping people? If the answer is yes, we\xe2\x80\x99d like to hear from you. Working in our busy Customer Experience Team is challenging, but for the right person it\xe2\x80\x99s a very rewarding environment. We\xe2\x80\x99re all about our customers, so naturally you\xe2\x80\x99ll be a people person with a willingness to ensure that each and every customer who travels with us has an enjoyable experience. At Blackpool Transport it\xe2\x80\x99s about more than taking fares, we\xe2\x80\x99re ambitious, innovative and we look after our people. That\xe2\x80\x99s what makes us different. In this role, you\xe2\x80\x99ll mostly be:

• Communicating with our customers, largely via email, telephone and live chat. This will involve complaint resolution as well as answering queries from our residents and visitors.
• Gaining customer feedback and communicating it to other departments to inform business decisions.
• Making a difference face-to-face at key locations across the Fylde Coast, such as at bus and tram stops, at Blackpool\xe2\x80\x99s busy train station, or in the community.
• Blackpool is known for its busy summer and illuminations period and this is where you can make a real difference, whether it\xe2\x80\x99s out in the resort or on the other end of the phone \xe2\x80\x93 it\xe2\x80\x99s all about getting people where they need to be.

You\xe2\x80\x99ll receive:

• A salary of \xc2\xa323,088pa.
• A 37 hour working week, mostly Monday to Friday but with some weekend and shift working.
• Free travel on all of our buses and trams, as well as the same for 2 other people.
• You\xe2\x80\x99ll be supported by an individual learning journey to help you develop and achieve your goals
• You\xe2\x80\x99ll be safe in the knowledge that your welfare and wellbeing are our top priority with free access to lots of support services
• You\xe2\x80\x99ll of course get the usual benefits, such as a pension scheme, discounted offers and access to free welfare facilities.

Conversations are welcomed prior to application with the hiring manager for this role, contact vicky.clegg@blackpooltransport.com Responsibilities:

• Actively listen to and understand our customer needs and respond to all customer contacts in a friendly, helpful and professional manner, over the telephone and using a variety of other communication channels.
• Support customers to use our digital products confidently.
• Manage customer lost property, focusing on reuniting the property with the owner.
• Proactively identify community and stakeholder engagement opportunities, to promote Blackpool Transport.
• Support customers to understand operational procedures in relation to customer queries.
• Communicate news and updates to customers using our digital platforms.
• Identify and report customer trends and communicate these appropriately between BTS departments to ensure two-way communication and fostering positive working relationships.
• Sell tickets in line with company procedures to grow the company\'s revenue in locations agreed by management.
• Carry out such tasks as may reasonably be required by the department leader or other members of the management team.

In the skills, knowledge and experience section of your application Please include reference to the specific skills and experience which will enable you to excel in a customer-focused role as well as outlining any experience in handling and resolving customer complaints. Qualifications:


1. Education/Qualifications/Knowledge

• 
  Competent in navigating Microsoft software

• Customer Service qualification at NVQ2

• NVQ Level 2 in literacy and numeracy or equivalent

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2. Experience

• Working in a busy customer focused role

• Working in a call handling environment

• Responding to customers via different communication channels

• Communicating with customers from a diverse range of backgrounds

• Retail sales experience

• Cash handling experience

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3. Aptitudes and Skills

• 
  Able to deliver an excellent standard of customer service

• Excellent verbal and written communication skills

• Able to learn and operate different IT systems and digital platforms

• Positive and proactive team member

• Able to assess priorities and change focus quickly

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4. Personal Attributes

• 
  Customer focused in every aspect of service delivery

• A proactive and enthusiastic customer champion

• Friendly and approachable.

• Helpful and positive attitude.

• Flexible and adaptable attitude to working practices and demands

• Proactive approach to continuous personal development

• Highly professional \xe2\x80\x93 Demonstrate role model behaviours to all colleagues, customers and stakeholders

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