Customer Liaison Support
Posted 3 days ago by National Express Group PLC
National Express are looking to recruit a Customer Liaison Support on a to join the team at our Aston Depot on a Fixed Term basis (12 months). The successful candidate will ensure that the team provide a high standard of customer service to all of the business stakeholders, that we are contracted to provide a service for. Ensuring that we remain compliant with regards to appropriate regulations, company policy and contractual commitments.
What you'll do:
- Answer all calls promptly and without delay, in a professional manner, use all available resources to respond to queries including Liftango, Via, Lytx - The aim is to provide a full and accurate response during the phone call without the need to call back
- Answer all complaints via email promptly and without delay, in a professional manner. Ensuring that we are investigating fully and responding within SLA
- Continually review the service delivery and ensure that we are proactive as we can be with customer contact
- Have an exceptional knowledge of the service that we deliver, ensuring efficiency to improve service levels. Ensuring that you are up to date with new systems, products and procedures
- Take responsibility for identifying the root cause of complaints and endeavour to fix the problem at the first opportunity, liaising with internal and external stakeholders, where required
- Effectively escalate any safety critical and safeguarding issues, and or concerns timely. Making sure established processes are followed
- Communicate effectively with peers and other departments, internally and external to develop and maintain good working relationships and share best practice
- Understand the contracts that we have with all external stakeholders and make sure that we are delivering on them
- Establish and maintain good working relationships with all external stakeholders
- Ensure that any accidents or incidents are escalated to the stakeholder, when required
- Take accountability for wheelchair assessments and the coordination of them for users
- Actively undertake duties relating to any new types of transport provision by NEAT, including (but not limited to) Non-emergency patient transport, Home to School transport and any other forms of demand response transport
- Escalate any issue that is likely to cause reoccurring issues or bad publicity immediately
What you'll need:
- Understanding of SEN sector and accessible transport including needs of authorities and service users
- Excellent and experienced customer service skills and the ability to work well under pressure
- Numerate, excellent communication skills, IT literate
- Professional, flexible and proactive approach to work
- Experience of working with stakeholders both internally and externally
- Experience in working within a fast paced environment
- Hold a full and valid driving licence
What we offer in return for your hard work and commitment...
- Free Bus & Coach travel for yourself
- Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner
- 50% discount for friends and family on full fares on our coach services
- Life Assurance
- Company pension
- Employee Assistance programme
- Private online GP service
National Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs.
We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date.
Things to Note...At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.
As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.
- Type:
- Contract
- Contract Length:
- N/A
- Contact Name:
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- Telephone:
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- Job Reference:
- nationalexpress723
- Job ID:
- 221935735
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