Customer Service Advisor Luton, East of England, England
Job description
Arriva is one of the largest transport services organisations in Europe, employing 44,000 people and delivering more than 2.2 billion passenger journeys across 14 European countries every year. With our focus firmly set on delivering excellent services and value for our passengers, transport authority partners, and other transport clients, there is no better time to join us!
Arriva UK Bus are looking to engage a passionate and experienced Customer Service Centre Advisor. As customer service and customer satisfaction is two of the most important areas at Arriva UK Bus, we are keen to hear from you! In this role you will be providing excellent customer service, while liaising with the Customer Service Contact Centre to ensure that customers receive a prompt, professional, and courteous service. Based in Luton and reporting to our Head of Customer Service, UK Bus, this opportunity is full time and permanent.
Act as the first point of contact for customers needing assistance with Bus enquiries, across telephone, email, live chat and social media channels
Manage customer enquiries and complaints
Ensure customer enquiries / complaints are answered and resolved in an efficient and professional manner that reflects the Arriva vision and promotes a positive view of the organisation
Deliver exemplary standards of performance which bring to life the customer charter
Demonstrate an understanding of processes and technical knowledge and fully utilise software systems
Liaise with other departments and members of staff where complex issues require their assistance
Keep the customer informed and updated of outcomes to investigations and reply to queries and complaints on all channels
Experience in a contact centre environment
Excellent communication skills both written and verbal
Ability to provide excellent customer service
Ability to handle complaints and difficult situations in a calm, patient and effective manner
Proficient in the use of Word and Excel with excellent attention to detail
At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.
Close Date: 16/08/2023
