We are looking for motivated and customer-focused Demand Responsive Transport (DRT) Assistants to join our Transport Solutions team.
In this key frontline role, you will support the delivery of North Lincolnshire’s new Demand Responsive Transport service by operating the DRT call centre, ensuring residents can easily book journeys, receive accurate information and access reliable transport across the area.
You will be the first point of contact for passengers, handling telephone calls, email enquiries and bookings, as well as supporting day-to-day service operations.
This is an excellent opportunity for someone with strong communication skills who thrives in a fast-paced, people-facing environment and wants to contribute to improving transport options for our local communities.
Main Responsibilities In this role, you will:
Answer incoming calls and respond professionally to customer enquiries and booking requests. Manage email queries relating to the DRT service. Use booking and scheduling systems to arrange journeys and support efficient service delivery. Handle customer complaints and provide clear, effective resolutions. Maintain accurate records of bookings and customer interactions. Provide general administrative support to the Public Transport team. Uphold safeguarding requirements, particularly when supporting vulnerable service users. Liaise with DRT drivers and bus operators where service adjustments or route changes are needed.
Who we are looking for:
We are seeking someone who: Has experience in customer service or administration, ideally within a transport or public-facing environment. Communicates clearly and confidently, both on the phone and in writing. Is proficient in Microsoft Office (Word, Excel, Outlook, Teams). Is comfortable learning and using booking and scheduling software. Has strong organisational skills and excellent attention to detail. Can work independently as well as part of a team. Considerations for vulnerable passengers. Demonstrates good literacy, numeracy and data-entry accuracy.
Please see attached job description and employee specification which you should refer to when completing your application to demonstrate you meet the essential criteria for the role.
This is a fixed term position until 31 March 2027. Working hours for this post are: Monday - 11:00-19:00 Tuesday - 07:00-12:00 Wednesday - 08:00-12:00 Saturday - 09:00-18:00