Leicester City Council
Customer Services Officer
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Reference: REQ8166
Description
Full Time / 37 Hours Per Week / Permanent
Do you have strong customer service skills and thrive in a pressure-driven environment?
Both the Haymarket and St Margaret’s bus stations are busy environments with over 1700 buses departing every day, nearly 100,000 passengers a week passing through and the Customer Services Officers directly helping over 3000 people a week.
This is a fantastic opportunity for a Customer Service Officer to join our team. Reporting to the Bus Station Management team and Senior Customer Service Officer, you’ll be a valued member of the team working on the bus stations and alongside a cleaning team. Your primary duty is to ensure the safety of all using the station as well as provide impartial travel advice to the public, take complaints and deal with any incidents either as a first aider, defusing situations or calling emergency services. Whilst every day is the same, every day is also different.
Based at Haymarket Bus Station, you’ll be required to work across both sites, on a rota basis between the hours of 7am and 10:30pm, 7 days a week.
What You’ll Be Doing
- Ensure the bus station is running efficiently and safely by completing daily health and safety checks, and service information is readily available and up to date.
- Deal with people professionally to increase patronage and the passenger experience.
- At times, deal with first aid instances such as hypothermia in the winter, vehicle accidents, anti-social behaviour around drug and alcohol abuse, as well as homelessness.
- Manage a huge range of varied tasks such as lost property, replacing timetables and dealing with service cancelations.
- Work in some difficult situations, and on occasion as the only senior officer on site, required to make appropriate decisions.
- As a trained first aider and a fire marshal, complete fire alarm and emergency light testing.
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What You’ll Need
- Experience working in a customer service environment.
- Proficient IT skills with experience of using computers to extract information.
- Excellent communication skills and show resilience when dealing with potentially difficult or distressed customers and emergency situations.
- Ability to respond to daily emails and queries, write incident reports, ensure all key information is recorded accurately, as well as read timetables and confidently explain these to customers.
- Independent decision maker who can manage their own workload, use their own initiative, and positively respond to the unexpected.
What We Can Offer You
- The satisfaction of helping to improve thousands of lives across Leicester.
- A work environment that encourages a healthy work/life balance.
- Generous annual leave, membership of the Local Government Pension Scheme.
- The chance to develop your skills and expertise with a variety of training and development opportunities.
- A number of flexible benefits, including discounts on city buses and trains.
- For an illustrative value of your benefits package, take a look at our benefits calculator.
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Join us
We’re committed to recruiting a diverse and highly-talented workforce as we continue to build a council that is fitting and representative of our great city. That’s why we’ve designed our recruitment process to put you at your ease, make you feel welcome and bring the best out of you. We’ll do all we can to make our recruitment process as fair as possible. To help you with your application, take a look at the ‘our approach to recruitment’ page.
For an informal discussion about this post, please contact Amita Miles at amita.miles@leicester.gov.uk
We encourage you to come and visit us at the Bus Station to get a real insight into our operation and to meet the team. If you wish to do this, please contact us.
Interviews / Assessments will take place on week commencing 31st of August
Region: Central
Location: St Margarets Bus Station
Salary: GBP25,583- GBP25,989 Per Year
Package: Total benefit value (includes pension contribution and full holiday entitlement): GBP35,437.77
Contractual hours: 37
Basis: Full time,
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