Customer Engagement Assistant

Salary

£23,276.17

Job Purpose

This role is about delivering exceptional service to Stagecoach customers who are able to contact us in a variety of ways across voice & digital platforms. You will ensure every customer feels listened to, understood and treated like 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 is able to respond effectively to the changing needs of customers and tailor outcomes based on individual requirements - 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 improvement activity at company level - helping us find creative ways to make life easier for future customers who may encounter the same challenges.

Principal Accountabilities

Working in our omni-channel contact centre, using multiple contact channels equally competently in order to deliver brilliant solutions to our customers. This will include traditional inbound voice calls and digital interactions 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 with outbound 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 4 week 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 excellent levels of service

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 will include:-

* Being truly multi-skilled and equally comfortable/competent across all voice & digital contact types, both inbound and outbound.
* Providing exceptional customer experiences 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 customers’ shoes, appreciating their individual circumstances and using your initiative to deliver exceptional experiences; leaving them feeling valued.
* Using straightforward, empathetic and personalised language to ensure full and effective first-time resolution, preventing avoidable repeat customer contacts.
* Being a brand advocate and maximising opportunities to promote our products and services, adding extra value for the customer.
* Helping drive channel shift from voice to digital over time, by educating voice customers about our digital service options.
* Establishing meaningful relationships and networks across your immediate team, wider PSC teams and the regional operational centres in order to ensure you act less as a traditional contact centre agent, and more as an effective regional account manager.
* Identifying opportunities to make things simpler for future customers, ensuring your team leaders are informed of these opportunities in a timely manner.
* Acting consistently in accordance with our 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 values and behaviours at all times.
* Delivering a balanced performance across all of your key performance indicators.

Person requirements – qualifications, experience & competencies

Customer service is far more about personal values and behaviours than 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 to absorb and interpret information accurately, using all available tools to access the right systems and processes in a timely manner.
* Previous experience 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 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 workplace culture is one where everyone can be themselves and where all the differences our people bring to the business are celebrated. We welcome applications from all, irrespective of background, gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation or age.

Location:

Stagecoach Group Head Office 10 Dunkeld Road Perth PH1 5TW