Transport Made Simple

Transport Made Simple is one of the UK’s largest independently owned bus and coach operators. Our vision is to deliver reliable, sustainable public transport, which meets the needs of the communities we serve, whilst being a great place to work too. The team in Diss are looking to recruit a Customer Service Specialist Apprentice.

Main roles and responsibilities:

• Liaise closely with Service Controllers, and ensure that network disruptions, cancellations and diversions are uploaded promptly and accurately online.
• Support the management of customer communications via WhatsApp channels, helping to develop a structured approach that keeps information relevant.
• Respond to customer emails relating to bus services, timetables, delays and complaints in a professional and timely manner.
• Where passengers require live travel support, liaise with operational colleagues to establish accurate information and relay this clearly to the customer.
• Proactively brief the Senior Leadership Team and other colleagues on incidents that are likely to generate high volumes of customer contact or pose reputational risk.
• Support the Stakeholder Engagement Lead with engagement with affected communities and stakeholders where disruption may lead to negative sentiment, helping to provide clear and timely information before concerns escalate.
• Produce and distribute clear, concise staff notices and customer communications for simpler planned road closures, ensuring these are issued in-date order and shared with relevant stakeholders, under the supervision of the Commercial Information Manager.
• Liaise with operational managers, and use internal systems, to support fact-finding investigations into complaints relating to network disruption or driver conduct.
• Monitor incoming emails from Local Authorities, town councils and event organisers regarding road closures and other network impacts.