Customer Service Advisor

About The Role

Customer Service Advisors are proactive in delivering exceptional customer service to all passengers, drivers and Heathrow colleagues at all times. Whether working at Central Bus Station, the Terminal forecourts or West Ramp Coach Park. With a good understanding of all bus and coach services and products they provide detailed travel and information to passengers, while acting as a brand ambassador for Heathrow Airport at all times. Through empowerment, they work using their own initiative to resolve any issues, ensuring that positive outcomes are achieved. Advisors work collaboratively with colleagues at all sites acting as the voice of the customer to champion common issues and concerns, helping Heathrow to deliver continuous excellent service.

Key Responsibilities

Proactively delivers an excellent standard of customer service at all times. Uses initiative and problem solving skills to own issues ensuring positive outcomes are achieved.
Acts as a brand ambassador for Heathrow through excellent personal presentation standards and a good product knowledge of both Scheduled bus and coach operations and the Charter coach operation at both West Ramp Coach and on the Terminal forecourts.
Effectively communicates information to passengers, drivers and Heathrow colleagues.
Proactively provides support and assistance to passengers, colleagues and driver teams.
Is fully competent in the use of the relevant ticketing and operational systems, processes and procedures necessary to fulfil the role.
Liaises with colleagues throughout the business regarding service updates and disruption.
Champions safety, highlighting any areas of concern and ensuring safe working practices are adhered to. Proactively intervenes to prevent unsafe actions from occurring and reports unsafe conditions using appropriate reporting channels.
Works collaboratively as part of a team to create a positive work culture through constant communication, integrity, positive energy and pride.
The role requires the individual to actively follow TAS policies including Drug and Alcohol and Equal Opportunities policies.
Carries out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Operations.

About You

Fluent English speaking, educated to GCSE level or equivalent.
Experience of delivering excellent customer service in a fast paced working environment.
Experience of working as part of a team and independently.
A confident communicator with excellent people skills and the ability to put people at ease.
A proactive ‘want to help’ attitude.
Good levels of health, stamina and fitness will be required as the environment is fast paced and work will involve standing for long periods of time.
The ability to work shift patterns including weekends and bank holidays. Occasional working overtime to meet business demands.

About The Company

Transdev is a global public transport operator, delivering mobility solutions through bus, coach and transport services. At Heathrow, Customer Service Advisors provide support and assistance to passengers, colleagues and driver teams, effectively communicate information to passengers, drivers and Heathrow colleagues, and work collaboratively as part of a team to create a positive work culture through constant communication, integrity, positive energy and pride.

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