Customer Service Officer (Bus Stations) Job at Leicester City Council – in Leicester

Job Description

About the job

Do you have strong customer service skills and thrive in a pressure-driven environment?

Both the Haymarket and St Margaret’s bus stations are busy environments with over 1700 buses departing every day, nearly 100,000 passengers a week passing through and the Customer Services Officers directly helping over 3000 people a week.

This is a fantastic opportunity for a Customer Service Officer to join our team. Reporting to the Bus Station Manager and Senior Customer Service Officer, you’ll be a valued member of the team working on the bus stations and alongside the cleaning team. Your primary duty is to ensure the safety of all using the station as well as provide impartial travel advice to the public, take complaints and deal with any incidents either as a first aider, defusing situations or calling emergency services. Whilst every day is the same, every day is also different.

Based at Haymarket Bus Station, you’ll be required to work across both sites, on a rota basis between the hours of 7am and 10:30pm, 7 days a week.

Your role

As a Customer Service Officer, you’ll ensure the bus station is running efficiently, is safe to use by completing daily health and safety checks, and service information is readily available and up to date. You’ll deal with people professionally to increase patronage and the passenger experience. At times, you’ll deal with first aid instances such as hypothermia in the winter, vehicle accidents, anti-social behaviour around drug and alcohol abuse, as well as homelessness. You’ll manage a huge range of varied tasks such as lost property, replacing timetables and dealing with service cancelations. You’ll work in some difficult situations, and on occasion as the only senior officer on site, you’ll be required to make appropriate decisions. As a trained first aider and a fire marshal, you’ll complete fire alarm and emergency light testing.

What you’ll need

With experience working in a customer service environment, you’ll have proficient IT skills with experience of using computers to extract information. You’ll have excellent communication skills and show resilience when dealing with potentially difficult or distressed customers and emergency situations. You’ll be able to respond to daily emails and queries, write incident reports, ensure all key information is recorded accurately, as well as read timetables and confidently explain these to customers. As an independent decision maker, you’ll manage your own workload, use your own initiative, and positively respond to the unexpected.

For an informal discussion about this post, please contact Bus station manager Amita Miles at amita.miles@leicester.gov.uk or public transport team leader David Fenlon on 0116 454 6920.

Assessments will take place week commencing 16th August 2021 and interviews will be week commencing 6th September 2021.

Additional information

2 full-time positions as part of a team of 8 Customer Service Officers working across both City bus stations.

Job Reference: LCC02168

About Company

Company: Leicester City Council –

Company Location:  Leicester

Job Category: Engineering Jobs, Mechnical Jobs, Electrical Jobs

About Leicester City Council -