Customer Relations Advisor

National Express
Join us on the journey We currently have a fixed term contract opportunity for a Customer Relations Advisor based at our Contact Centre in Birmingham. In this role you will respond to high level and complex complaints and claims including court summons, personal injury, lost property, discrimination and other serious issues in a highly professional, appropriate and timely manner, that will exceed customer expectations, retain loyalty and avoid adverse publicity, whilst also addressing the root cause to prevent continuous and systematic failures in our system. The shift pattern will cover 7 days a week, Sunday to Saturday working 38 hours per week. The early shift starts at 08.00 and the late shift ends at 22.00. You will be required to work every other weekend. What you’ll do Ensure a professional, appropriate and timely response to all customers, and claimants, that will exceed expectationsRespond to Bus Users UK appeal correspondence, and other governing bodies or third party organisations where appropriate, in a timely and appropriate manner to ensure strong stakeholder engagement Ensure proactive contact is made with customers to resolve escalated incidents using the most effective means to ensure a professional and speedy resolution. Ensure all complaints are handled within 48 hours of receipt, where possibleRefer for investigation all serious issues, including specifically those that relate to safety, race, disability, claims for lost, damaged property or personal injury and where there is an issue that requires immediate corrective actionSupport the responses to county court summons in line with company guidelines and within the committed time frames to avoid unnecessary costsLiaise with senior and relevant personnel within Coach to highlight consistent and systematic failures, to improve our overall service provision and to assist with customer responses. Raise the profile of the customer service team across bus & coach.Multi task between a number of duties, such as, admin, sales, enquiries, digital and any other Contact Centre duty which requires additional supportAnalyse and record the key issues of all complaints to ensure accurate reporting for quality purposes and ownership for long term service improvements.Attend meetings on behalf of the Contact Centre to promote the voice of the customer in key product launches and decisions being made that may affect the overall customer experience’.Verify information through the appropriate channels, before referring for investigation and/or responding to the customer. Make effective use of all technology available to you. Where necessary, take escalated contacts from Customer Service Advisors and resolve and first contact with the customerRecharge any reimbursement made attributable to a non National Express business, such as partner operator, using the correct processesLiaise with Service Delivery, Owned Operations and 3rd Party Operations to resolve any complaint disputes from these departments What you’ll need Excellent written and verbal skills to communicate with customers to a professional standard for the purpose of clear and effective responses to all contactsExcellent telephone mannerAbility to stay calm under pressure and deal effectively with frustrated customers / conflict within teamsExperience of delivering excellent customer service in a fast-paced working environmentA pro-active “can do” approachAssertive and diplomaticExcellent people and communication skills with ability to deal with people and problems effectively and with easeAbility to identify root cause for accurate reporting Reliable and punctual with physical appearance in accordance with company guidelines What we offer in return for your hard work and commitment Free Bus & Coach travel for yourselfComplimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner50% discount for friends and family on full fares on our coach servicesAccess to NX Health BusEmployee Assistance ProgrammeVariety of deals and discounts available through NX online portal 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.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.