Salary 24603.96 Job Purpose This role is about delivering exceptional service to Stagecoach customers who are able to contact us in a variety of wa ys across voice & digital platforms. You will ensure every customer feel s lis tened to, understood and treated li ke an individual; and using your own technical skills combined with our outstanding technology, strive for the most effective first time resolution. Flexible, adaptable and proactive; the Customer Engagement Assistant i s able to respond effectively to the changing needs of custom ers and tailor ou tcomes based on individual requir e ments - working closely on a daily basis with our regional operational centres in order to do so. You will help Stagecoach stay ahead of the game by identifying themes in your customer interactions, cascading these to your Team Leader in order to drive improv em ent activity at company level - h elp ing us find creative ways to make life easier for future customers who may encounter the same challenges. Principal Accountabilities W orking in our omni-channel contact centre, using multiple contact channels equally competently in order to deliver brilliant solutions to our customers. This will include traditi onal inbound voice calls and digital interaction s across SMS, email, webchat and social media, and will also include outbound calling to both customers and regional operational centres. Over time, the role will also evolve to include outbound sales through service activity, so you should be equally comfortable wi th outbo und work. Your normal working hours will be 37.5 hrs per week. You will be required to participate in a shift pattern which will include evening and weekend cover between the hours of 08:00 and 18:00 Monday – Sunday on a rotational basis 5 days out of 7, which this will be assigned to you in advance. You may be expected to work such additional hours as necessary to meet the needs of the business, subject to the limits prescribed by the Working Time Regulations or any relevant opt-out agreement. The most important skill you will possess is a passion for putting the customer at the heart of everything you do; every single customer should be treated with care, ensuring you give the service you would expect to receive yourself You will do everything to the highest possible standards and be a brand advocate of Stagecoach, delighting our customers with the quality of service they receive. Your key r esponsibilities will include:- Being truly multi-skilled and equally comfortable/competent across all voice & digital contact types, both inbound and outbound. Providing exceptional customer experie nces by fully engaging with every customer, taking true ownership and working collaboratively in order to create personalised solutions, no matter how complex the issue. Consistently putting yourself into the customer s ’ sh oes, appreciating their individual circumstances and using your initiative to delive r exceptional experiences; leaving them feeling valued. Using straightforward, empathetic and personali sed language to ensure full and effective first-time resolution, prevent ing avoidable repeat customer contacts. Being a brand advocate and m aximising opportu nities to promote our products and services, add ing extra value for the customer. Helpin g drive channel shift from voice to digital over time, by educating voice customers about our digital service options. Establishing meaningful relationships an d networks across your immediate team, wider PSC teams and the regional operational centre s in order to ensure you act less as a traditional contact centre agent, and more as an effective regional account mana ger. Identifying opportunities to make th ings simpler for future customers, ensuring your team leaders are informed of these opportunities in a timely manner. Acting consistently in accordance with o ur regulatory requirements, taking positive action to highlight any new risks or inconsistencies in our ways of working. Acting as a role model to colleagues by living the Stagecoach valu es and behaviours at all times. Delivering a balanced performance across all of your key performance indicators. Person requirements – qualifications, experience & c ompetencies Cus tomer service is far more about personal va lues and behaviours t han qualifications; as such we are more interested in these than anything else. However, given the requirement to work across multiple contact types and communicate frequently with regional operational centres, the following are essential :- Excellent communication and numerical/literacy skills, facilitating effective communication across multiple contact channels with customers and stakeholders. Confidence with complex IT systems and ability t o absorb and interpret information accuratel y, using all available tools to access the righ t systems and processes in a timely manner. Previous e xperience of de livering excellent service in a customer facing role, and preferably in a contact centre environment. Above all else, you will value & respect your peers, wider Stagecoach colleagues and your working space. We want this to be a brilliant place to work, and we all play a part in making that a reality. Stagecoach is proudly an inclusive employer, striving for a culture where everyone can be themselves and where all the differences people bring are truly appreciated. We welcome applications from all, irrespective of gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation, or age. Location: Stagecoach Group Head Office 10 Dunkeld Road Perth PH1 5TW