Customer service advisor

  • Location
    Manchester, Greater Manchester
  • Salary
  • Category
    Transport & Logistics - Transport & Logistics
  • Job type
  • Industry
    Transport and Logistics
  • External Reference

Job Title: Customer Service Advisor

Purpose: To provide and promote excellent and timely customer service and build customer loyalty to enable the business to retain and grow its customer base

Main Responsibilities and tasks

  • Supporting the Customer Services Manager to ensure priorities in customer service are identified and met.

  • Timely management of the entire customer relations process from answering enquiries, logging complaints, commendations and transferring cases to colleagues as required.

  • Escalating queries from media and publicly-elected represented bodies and/or key stakeholders

  • Analysing and monitoring customer satisfaction trends and common themes in complaints and making suggestions to deal with future similar situations.

  • Supporting the promotion of the company's services and products through opportunities presented in customer relations.

  • Handling enquiries from customers via phone, social media, webforms and post.

  • Supporting the development and implementation the company's customer service policy

  • Measuring customer satisfaction and supporting the senior management team to improve services

  • Providing key information to Transport for Greater Manchester (TfGM) regarding customer experience across the network.

  • Posting/Updating of customer information on relevant websites and applications

  • Administrating smartcard and mobile application systems.

Key Safety Responsibilities:

  • To act in a manner as to ensure the health, safety, welfare, environment and fire safety of yourself and others in the organisation as well as any clients and visitors.

  • Ensure that you and any guests to any company premises understand emergency and evacuation arrangements.

  • Ensure your working environment is maintained in a safe and tidy condition.

  • To act proactively in identifying and any unsafe practices or safety risks in the organisation and reporting these through the appropriate channels.

  • Ensure adherence to all relevant company policies and procedures.

Knowledge and Skills Requirements:

  • A passion for delivering the highest levels of service

  • An effective communicator and good decision maker

  • A team player

  • Good time management and organisational skills

  • A good knowledge of company procedures

  • Good understanding of data privacy standards/GDPR

  • Good knowledge of the local bus operating area.

  • Commercial awareness

  • Good IT skills (including email, web forms, m-ticket and key card enquiries).

  • Excellent conflict management skills.

  • Ability to build positive relationships with customers and colleagues.

  • Ability to remain calm under pressure

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser

Please apply with your CV to: Charley Lawlor