Customer Service Station Agent

Undisclosed Company
City of London, London
Up to £10.75 per hour
Closing date
27 Apr 2021

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Job Details

Station agents are key to:

Passenger's travel experience

  • Supporting a smooth station operation (e.g. check in - particularly of delayed services, luggage loading)
  • Maintaining high levels of quality of our service (coach and on time departure)
  • Ensuring the safety of passengers
  • Collecting customer feedback at a critical point during the passenger's experience
  • As we launch the UK operation we want to create a high-performing station management team which:
  • Delivers good customer service - are courteous and respond to customer queries
  • Supports drivers with station operations
  • Ensures a constructive and iterative feedback loop to resolve issues which arise at the station
  • Contribute to ongoing improvements in communication with customers and internally.
  • Sell tickets and ancillaries efficiently
  • Responsibilities
  • Customer Service
  • Be a positive representative of our client
  • Support passengers with questions in a friendly, polite manner, including through contacting the Traffic Control or directing passengers to Customer Service
  • Check drivers' appearance and compliance with driver rules
  • Assisting passengers who need additional support with luggage or to get on to the coach if unaccompanied (e.g. elderly passengers, passengers with reduced mobility, expectant mothers etc.)
  • Support with loading luggage, where necessary and directed by the driver
  • Support with selling tickets/luggage at the station

Station liaison

  • Co-ordinate activities at the coach station
  • Liaise with the coach station team
  • Safety
  • Perform Covid-19 safety checks pre-departure
  • Perform departure checks (inside and outside the coach)
  • Check the number of passengers on the coach matches that in the driver app
  • Document the presence of wheelchair lift on coach through completing the MoreApp form
  • Quality improvement
  • Raise potential issues or concerns directly with the Operations Manager
  • Proactively provide feedback to the Operations Manager on station operation or customer feedback
  • How these responsibilities are evaluated (these will be subject to change over time):
  • # of COVID-safety departure checks carried out (every departing coach must be checked)
  • # of inside departure checks carried out
  • # of outside departure checks carried out
  • Net Promoter Score given by passengers through the after-travel customer survey they complete
  • On time departure
  • Proactive provision of feedback to improve quality
  • Prompt communications with client and coach station

Days vary but generally Monday, Thursday, Friday, Saturday and Sunday, including days and evenings

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