Customer Service Station Agent
- Employer
- Undisclosed Company
- Location
- City of London, London
- Salary
- Up to £10.75 per hour
- Closing date
- 27 Apr 2021
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- Sector
- Leisure and Tourism
- Job Type
- Temporary
- Hours
- Full-time
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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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