Your newpany
You’ll be joining a well-established public sector organisation that plays a vital role in connectingmunities across Northern Ireland. Known for itsmitment to customer service and operational excellence, this organisation is seeking enthusiastic and customer-focused individuals to join its busy contact centre team in Belfast.
Your new role
As a Customer Service Advisor, you’ll be the first point of contact for members of the public, providing support across multiplemunication channels including telephone, email, and live chat. You’ll deliver accurate information on travel services, assist with ticketing and pass applications, and handle customerplaints with professionalism and empathy. Key responsibilities include:
1. Handling inbound calls and digital enquiries in a timely and courteous manner
2. Providing accurate information on timetables, fares, and travel products
3. Processing reservations and contract ticket requests
4. Supporting the administration of travel pass applications for senior citizens
5. Logging and escalating customerplaints appropriately
6. Assisting with emerce product queries and transferring calls to relevant departments
Performing additional administrative tasks as required
What you'll need to succeed
To thrive in this role, you’ll need:Essential Criteria:
7. Minimum of 1 year’s experience in a customer service role or World Host Level 2 accreditation
8. Minimum of 3 GCSEs at Grade C or above (or equivalent), including English and Maths – or 2 years’ relevant experience
9. Strong verbalmunication skills and the ability to manage high volumes of inbound enquiries
10. Proficiency in Microsoft Office (Word, Excel, Outlook)
11. Ability to work independently and as part of a team
12. Willingness to work flexible shifts, including evenings and weekends
Monday – Saturday: -
Sunday: –
Successful applicants must be able to work a variety of full-time/part-time shifts during the above opening hours. Working hours may be tailored to suit individual circumstances.
Desirable Criteria:
13. Experience in a contact centre environment
14. Familiarity with online journey planning tools and emerce platforms
15. Experience using Microsoft Teams and social media for customer engagement
What you'll get in return
16. £ per hour
17. Belfast location
18. Full-time post available (36 hours per week)
19. Part-time post available (range of working hours available between 10–30 hours)
20. Hybrid working
Closing at 12 noon on 3rd October