Job Description

Job Summary

We are hiring 2 candidates! One full time ( 37.5 hrs per week ) and One part time ( 15 hrs per week)

Are you a confident communicator with a passion for delivering outstanding customer service in a fast-paced environment? Oxford Bus Company is looking for a highly motivated and experienced

Customer Relations Officer

to join our busy and dynamic team. This is a challenging and rewarding role where you'll be the first point of contact for our customers across multiple channels, handling queries, resolving complaints, and supporting our services with professionalism and care. We're looking for someone who thrives under pressure, has strong experience in customer-facing roles, demonstrates a high level of independent thinking, and is confident working across multiple systems. If you're ready to make a real impact and be part of a supportive and forward-thinking team, we'd love to hear from you!

1. Basic 37.5 hours week on a rota basis, with flexibility depending on the requirements of the business. During the week, shifts may vary between the working hours of 6:00AM to 19:00PM. Saturdays shifts will be 9:00AM to 16:30PM. Sundays closed at present.

2. Working 15 hours each week; but you may be asked to work such paid overtime as the needs of the business may require and it is a condition of employment that you comply with such reasonable requests to work. Overtime is paid at standard rates.

Please note it is a requirement to currently hold a right to work within the UK.

Responsibilities

Providing a customer-focused experience; Efficiently and effectively communicating with a wide range of customers via various channels (mainly telephone, social media, on-line chat, business review platforms, in person, by letter etc.); Taking ownership and responsibility for complaints/incidents from the receipt of the communication, throughout the investigation process to conclusion/customer response; Providing operational assistance to ensure the smooth running of our HM Bus Partnership Providing operational assistance on our PickMeUp Wycombe demand responsive service; Liaising with various other departments/partners to obtain correct information/resolution for customers and allow an informed response to queries Carrying out reception duties, operate the lost property system and other administrative tasks, as required by the needs of the business; Able to work as a team and communicate with colleagues, managers and business partners at all levels; At all times be an ambassador of Oxford Bus Company and bus use in general; Operate in line with the Company vision and values and encourage others to do the same; Undertake any other duties and responsibilities of a similar nature or level of responsibility which may be allocated from time to time.

Performance Measures:

Efficiency, competency and accuracy in dealing with duties. Number of workings days to respond to customers. Accounts balance and audit trail complete.

Benefits:

The post attracts benefits of free travel, loyalty bonus, contributory pension, lifestyle discount scheme, employee assistance programme, share save scheme, 26 days holiday plus an allowance of 8 days per annum which may or may not be taken on a public holiday.

Promotion Prospects:

Oxford Bus Company actively encourages development from within the Company.

Company Content:

Oxford Bus Company is part of the Go-Ahead group plc, which is one of the major public transport operators in the country. Oxford Bus Company has a total workforce of approximately 500 and operates just under 160 buses over routes in and around Oxford. It also operates high frequency coach services to Heathrow and Gatwick airports.

Job Types: Full-time, Part-time, Permanent

Pay: 17.15 per hour

Benefits:

Company pension On-site parking
Application question(s):

Do you have a current right to work in the UK? Do you have knowledge of the local area? Would you like to apply for the full time or part time position?
Work Location: In person