Customer Engagement Assistant

** 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 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.

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.
** 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.

Founded in 1980, Stagecoach has established itself as the UK’s largest transport operator, with services connecting more than 100 major towns and cities in England, Scotland, and Wales. We work with our partners to deliver a greener, smarter, safer, healthier, and fairer country. Providing extensive expertise in commercial and contracted markets, we assist national and regional government to deliver on ambitious plans for their citizens, communities, and local economy.

Our team of 26,000 employees are proud to serve our customers and be an integral part of their local communities.
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