Do you have the drive, enthusiasm, and a passion to help take York Further? If yes, come and be part of our amazing team here at First Bus York.
York is a vibrant place to live and work and here at First Bus York our services are helping to keep York moving. We are on the hunt for Customer Experience Advisors. This is a critical role within First York as you will work across the city helping our customer travel to and from our 6 park and ride sites.
You will be working closely with our Operations Supervisors and Park and Ride manager to ensure that we are providing an outstanding service and experience for our Customers no matter where they've travelled from to visit the city.
Day to day you will be serving our customers that visit a park and ride site and ensure they have a great experience from start to finish. Whether that's providing them information on services they are using that day, selling the right ticket for them to helping them navigate their way back to site from the city centre no two days will be the same.
You will help keep our customers consistently informed no matter how they get in touch with us, be it via our social media channels, in person or through our customer service centre. You will also help support the Park and Ride Manager coordinate events throughout the year for our customers, making sure all information available is up to date and be the first point of contact for customer queries on the day.
This role is working 16 hours per week (working across Saturday & Sundays only) on a fixed term contract - following a successful probationary period your contract will become permanent
Candidates must live within 60 minutes travel time from the depot.
Principal Accountabilities
* Promote key events happening throughout the city with our customers guiding them on the best way to travel there and find their way back to site.
* Upsell tickets wherever possible for our key partners in the city.
* Help customers purchase the right ticket for their journey and support drivers to leave on time.
* Interact with customers to ensure a great first-time experience and guarantee return custom.
* Show customers all of the first bus information available through the First Bus App, Twitter and website.
* Improve the net promotor score by delivering exceptional service every time.
* Always ensure your personal safety and that of others, including visitors, customer, and contractors
* Wear uniform (including Name badge) and safety clothing as supplied, ensuring that your standard of appearance complies with the company standard and is always high.
* Assist and communicate effectively with staff and customers in your defined area, ensuring they are advised of delays or cancellation of service and are regularly updated with current information.
* Ensure the site you are working at is kept clean, tidy and hazard free always and presented in accordance with First Bus standards
* Solve problems proactively, working with Operation Supervisors to organise an efficient response to them.
* To undertake additional tasks as required by the local manager
Minimum requirements
* This is a customer facing role and requires high standards of courtesy and customer service and the ability to maintain this even when working under pressure.
* The post holder should be a good communicator, have good interpersonal skills and be able to demonstrate empathy with both internal and external customers.
* Resilience and the ability to cope in a busy environment.
* Good level of numeracy
* IT skills
We are keen to hear from you if you have the following experience:
* Customer service (Essential)
* Worked in Event management or promotional events
* Resilient, positive, tenacious and 'can do' approach
* Good attention to detail.
* Knowledge of York City (desirable)
Your personal and professional development is important to us. First Bus will take you through an intensive training package to get you up to speed on all things First Bus to ensure you are ready to serve our customers throughout the City. There is no requirement for you to drive any of our vehicles so there is no PCV license needed. However you must be willing to undertake training to obtain first aid qualification.
FirstBus welcomes applications from a diverse range of candidates regardless of background, gender, race, religious beliefs, disability, sexual orientation or age. We aspire to be a diverse and inclusive organisation because we believe that diversity brings benefits for our customers, communities and our people. Valuing our differences and drawing on our collective knowledge and experience helps us develop new services, open up new markets and broaden our customer base.
Interested? What are you waiting for? Apply Today