Customer Service Station Agent

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