Job Description:

Job information Customer Experience Officer from the Company Blackpool Transport Services Ltd, this latest Customer Experience Officer job vacancy is located in the city Blackpool located in the country United Kingdom . This latest job opening is open to job seekers who have the latest education / graduate GCSE . Job Vacancies in this Customer field have been opened and published up to the specified time.

Job Responsibility:

Overview: As a Customer Experience Officer, you will work within our collaborative Customer Experience Team to deliver an excellent customer experience to both our residents, visitors and businesses across the Fylde Coast. Our residents will benefit from face-to-face engagement within their communities and when you are in the office, you will respond to customer contacts, such as timetable enquiries, lost property, compliments, suggestions and complaints, using various digital communication channels. Our visitors will benefit from your presence when they arrive in our resort, so you can support with planning their travel planning and ticket needs across our bus and tram network. You will report on key data about our customer and visitor trends. This information will support recommendations for changes across our transport network. The successful candidate will work 37 hours per week, 5 days from 7 and will include weekend working.

Conversations are welcomed prior to application with the hiring manager for this role elly.alderson@blackpooltransport.com

Responsibilities:

• Actively listen to and understand our customer needs and respond to all customer contacts in a friendly, helpful and professional manner, over the telephone and using a variety of other communication channels.
• Support customers to use our digital products confidently.
• Manage customer lost property, focusing on reuniting the property with the owner.
• Proactively identify community and stakeholder engagement opportunities, to promote Blackpool Transport.
• Support customers to understand operational procedures in relation to customer queries.
• Communicate news and updates to customers using our digital platforms.
• Identify and report customer trends and communicate these appropriately between BTS departments to ensure two-way communication and fostering positive working relationships.
• Sell tickets in line with company procedures to grow the company's revenue in locations agreed by management.
• Carry out such tasks as may reasonably be required by the department leader or other members of the management team.

In the skills, knowledge and experience section of your application, please include reference to the specific skills and experience which will enable you to excel in a customer-focused role as well as outlining any experience in handling and resolving customer complaints.

Our company values are:

Safety First- We are focused on delivering the highest standard of service for the safety of our staff and customers

People & Community Focused- We look after each other and we are invested in the people that we serve

Listen & Take Action- We listen to each other and act on opportunities to solve problems and make things better

Trustworthy & Accountable- We do what we say we will do. If we can't we explain why and hold each other accountable in a constructive way

All One Team- We work with our colleagues and partners to deliver innovative outcomes, in the best interest of our customers.

Qualifications:

1. Education/Qualifications/Knowledge

• Competent in navigating Microsoft software

• Customer Service qualification at NVQ2

• NVQ Level 2 in literacy and numeracy or equivalent

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2. Experience

• Working in a busy customer focused role

• Working in a call handling environment

• Responding to customers via different communication channels

• Communicating with customers from a diverse range of backgrounds

• Retail sales experience

• Cash handling experience

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3. Aptitudes and Skills

• Able to deliver an excellent standard of customer service

• Excellent verbal and written communication skills

• Able to learn and operate different IT systems and digital platforms

• Positive and proactive team member

• Able to assess priorities and change focus quickly

E E E E E 4. Personal Attributes

• Customer focused in every aspect of service delivery

• A proactive and enthusiastic customer champion

• Friendly and approachable.

• Helpful and positive attitude.

• Flexible and adaptable attitude to working practices and demands

• Proactive approach to continuous personal development

• Highly professional - Demonstrate role model behaviours to all colleagues, customers and stakeholders

E E E E E E E

Keywords : Blackpool jobs

Closed Date : 2025-03-23