Compass Travel is a bus and private coach company operating in the South East of England. We employ 221 people in West Sussex, East Sussex, Brighton & Hove and Surrey and operate 92 buses. Our passengers make on average 55,000 journeys with us every week on 107 different bus routes.
We are delighted to be expanding our Customer Service Team days and are now recruiting 2 new roles to answer out-of-hours and weekend incoming calls and e-mails.
You'll not only be answering incoming calls and e-mails from customers, but you will also get to monitor and respond to customers on social media sites so these roles offer variety.
This flexible hybrid role offers the best of both worlds where you may be able to work remotely from home on some evenings/weekends and work in the office environment, on a pre-arranged basis. Our Head Office is in West Worthing, West Sussex.
Be part of a company where:
* Everyone is valued as an individual (not just a number)
* Praise and appreciation are part of our daily ethos
* There is a genuine open-door policy
* The working environment is one of consideration where everyone is encouraged to go the extra mile and be positive, caring, friendly and helpful.
The company has a strong staff team and management structure with a particular emphasis on building team spirit. We are more "informal" than some larger bus companies and we like to think that our staff feel part of a large "family" within a friendly company atmosphere.
Come and join Compass Travel where the company culture is:
* Engaging - with teams working well together cross-functionally
* Motivating - no day is the same and every day is an opportunity to add value
* Supportive - we want our team to succeed and do well
At Compass Travel, our aim is to always provide a safe, efficient, reliable and friendly service. Our reputation is based on the rapport we build with our passengers and other interested parties and this is something we strive to maintain, with our Customer Service and Driving Teams playing a key part in this.
Working Hours:
* Mondays to Fridays: 3pm to 10pm (remote) / 9am to 5pm (likely to be office based on Fridays)
* Saturdays: 8am to 3pm / 3pm to 10pm (remote)
* Sundays and Bank Holidays: 8am to 3pm (remote) / 3pm to 10pm (remote)
Possible flexibility to be part-time or full-time.
Holiday entitlement is dependent on how many days you work per week.
The Role and Expectations:
You will play a central role in delivering a high quality, efficient and responsive service to our callers.
As you will be the first point of contact, you need to have excellent communication skills, attention to detail and a proactive approach to answering queries, investigating the issues raised and resolving them in the most efficient way possible.
The role will include:
* Answering incoming phone calls and taking details of queries, name, contact details, registration numbers etc.
* Taking accurate details of callers who wish to have a call back.
* Tracking services and answering passenger queries.
* Posting any service disruptions on our social media platforms.
* Assist/answer passenger questions.
* Taking details of any complaints which come in, logging them onto the CRC system, allocating them to the relevant department/manager if the issue cannot be immediately resolved.
* Dealing with complaints by telephone, e-mail or on our various social media platforms and website by fully investigating any incident reported by means of our tracking systems or speaking with the on-duty Supervisors.
* Logging any lost property items reported missing in the database and any items found but not claimed.
* Complete any administrative task assigned to you.
* Work collaboratively with your team to ensure smooth handover to your colleagues for the next shift.
Our perfect candidate:
* Will be able to deal with difficult situations, for example, where a service has been disrupted or is running late, either due to a breakdown or delayed through no fault of our own ie. roadworks or a RTC which has impacted service.
* Have empathy and sensitivity towards people with diverse backgrounds and situations.
* Be able to stay calm under pressure and make sound decisions.
* Be self-motivated and confident and be able to work alone and as part of a team.
* Have good work ethics ie. punctual, reliable, trustworthy etc.
* Have a hands-on approach and be able to adapt to various requirements, as and when required.
* Be able to reliably commute to our Head Office in Worthing when working in the office.
* Have excellent communication skills, both verbal and written.
* Have a polite, courteous and professional telephone manner.
* Have excellent IT skills with the ability to learn new systems quickly as required: Microsoft Word/Excel/Outlook, Customer Resolution Centre (CRC), Tracking and Messaging systems etc.
Pay
* £13 per hour for all hours worked.
* The pay period is monthly, running from the 24th of one month to the 23rd day of the next month. Salary is paid by BACS transfer on the last working day of each month.
Staff Benefits
* Free parking at our Head Office.
* Company pension.
* Family passes enabling free travel for staff, one nominated adult and dependant children living with you, on local bus services not limited to Compass Travel (conditions and some restrictions apply).
* Optional personal membership to access financial and medical benefits, a wide range of complementary and alternative therapies, grant, welfare advice etc. - £1.25 per week if you choose to join.
If this vacancy is of interest to you, we would love to hear from you. Whilst we offer open recruitment, it is necessary to balance this with the business needs to fill this vacancy, therefore please submit your application without delay.
Due to the high volume of applications we usually receive, we reserve the right to close the advert before the closing date once we have received sufficient applications, and to contact applicants who have been shortlisted.
You will be required to provide proof of your right to work in the UK:
* 2 different forms of ID showing your name and date of birth (one should be a photo ID). If you do not use a British Passport as a form of ID, you will also need to provide a letter/document from a government agency ie. HMRC/DWP or a previous employer showing your name and national insurance number.
* If your ID shows different names, you will need to provide supporting documents ie. marriage certificate, divorce decree, deed poll etc.
* If you are not a British citizen: you will be required to provide us with your share code proving your right to work in the UK
*** We are unable to offer sponsorship/work visas. Strictly no agencies please ***
Job Type: Full-time
Pay: £13.00 per hour
Benefits:
* Free parking
* Work from home
Work Location: Hybrid remote in Worthing BN13 1AA