Salary
24603.96
Job Purpose
This role is about delivering exceptional serviceto Stagecoach customers whoare abletocontact us in a variety of ways acrossvoice & digitalplatforms. You will ensure everycustomer feelslistened to, understoodand treated like an individual;andusing yourowntechnical skills combined withour outstanding technology, strive for the most effectivefirst timeresolution.
Flexible,adaptableand proactive;theCustomer Engagement Assistantis able torespond effectivelyto the changing needs ofcustomers and tailoroutcomes based on individual requirements-working closelyon a daily basiswith our regional operational centresin order todo so.
You willhelp Stagecoach stay ahead of the game byidentifyingthemes in yourcustomerinteractions,cascading theseto your Team Leaderin order todrive improvement activity at company level - helpingus find creative ways to make life easier for future customers who mayencounterthe same challenges.
Principal Accountabilities
Working in our omni-channel contactcentre,usingmultiple contact channels equally competentlyin order todeliver brilliant solutions to our customers. This will include traditional inbound voice calls anddigital interactions across SMS, email,webchatand social media,and will also include outbound calling to both customers and regional operational centres.Over time, the role will alsoevolve to include outbound sales through service activity, so you should be equally comfortable with outbound work.
Your normal working hours will be 37.5 hrs per week. You willbe requiredtoparticipatein 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 suchadditionalhours 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 willpossessis 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 responsibilities willinclude:-
1. Being truly multi-skilled and equally comfortable/competent across all voice & digital contact types, both inbound and outbound.
2. Providing exceptional customer experiences by fully engaging with every customer, taking trueownershipandworking collaborativelyin order tocreatepersonalised solutions,no matter how complex the issue.
3. Consistently puttingyourself into the customers’shoes, appreciating theirindividual circumstances and usingyour initiative to deliver exceptionalexperiences; leaving themfeeling valued.
4. Using straightforward,empatheticand personalised languageto ensure fulland effectivefirst-timeresolution,preventingavoidable repeat customer contacts.
5. Beinga brand advocate and maximising opportunities to promote our products and services,adding extravalue for the customer.
6. Helping drive channel shiftfrom voice to digitalover time,by educating voice customers aboutour digital service options.
7. Establishing meaningful relationships and networks across your immediate team, widerPSCteamsand the regional operationalcentresin order toensure you actless as a traditional contact centre agent,and moreas an effectiveregionalaccount manager.
8. Identifyingopportunities to make thingssimpler for future customers,ensuring your team leaders are informedof theseopportunitiesin a timely manner.
9. Acting consistentlyin accordance withour regulatory requirements, taking positive action tohighlight anynewrisks or inconsistencies in our ways of working.
10. Actingas a role modelto colleagues byliving the Stagecoachvalues and behaviours at all times.
11. Deliveringa balanced performance acrossall ofyour key performance indicators.
Person requirements – qualifications, experience & competencies
Customer service is far more about personalvalues and behaviours than qualifications;as such weare more interested in these than anything else. However, given the requirement to work across multiple contact types and communicatefrequentlywith regional operational centres, the following areessential:-
12. Excellent communication and numerical/literacy skills,facilitatingeffective communication across multiple contact channels with customers and stakeholders.
13. Confidence with complex IT systems andability to absorb and interpretinformation accurately, using all available tools to accessthe right systems and processesin a timely manner.
14. Previousexperience of delivering excellent service in a customer facing role, and preferably in a contact centre environment.
Above all else,you will value & respect your peers, wider Stagecoachcolleaguesand your working space.
We want this tobe 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