Customer Experience Adviser

Acting as the as the conduit between customers and the business, this role is about ensuring our customers receive all the help, support and inspiration to use our services that they need at our retail site in Brighton city centre. As the first point of contact, it is your role to ensure that every customer receives outstanding customer service and that they leave the shop having been provided with solutions to their travel needs. This can include the sale of tickets to customers based on the conversation you have, or sales of merchandise and other goods. The role can be pressured at times but is highly rewarding for someone who thrives on looking after customers and finding solutions for them.

Key Duties & Responsibilities: 

• Deliver an excellent customer experience every time. Whether it is helping our customers top up their key card to training our customers how to use the bus, you will ensure our customers walk away confident and happy. 
• Supporting our customers with all types of queries from which bus route is best for them to helping our customers be reunited with their lost property  
• Assisting customers who have accessibility needs with travel confidence building, including wheelchair assessments 
• Keep confidential records and financial information private and secure 
• Work with multiple systems to be able to give correct and up to date information to our customers 
• On some occasions, staffing the information box at Brighton station, proactively approaching arriving train passengers to offer assistance with onward travel or places to see by bus 
• On some occasions, working away from the main retail site at events or roadshows  
• Respond to verbal customer complaints/queries immediately, where appropriate using your own skill and knowledge to resolve or direct to an appropriate person who can assist 

Experience, Knowledge & Qualifications Required: 

Essential: 

• Passionate about excellent customer service 
• Confident in communication with customers and colleagues 
• Works effectively as part of a team 
• Adaptable and flexible to changing circumstances 
• Confidence using a PC and the ability to multitask though we have a range of support tools designed to help you deliver the best customer experience. 
• An enthusiastic, positive attitude with a real desire to help others 
• Positive and flexible approach to work 
• High level of attention to detail and accuracy 

Desirable: 

• Minimum of 1 year customer service experience  
• Experience of dealing with complex customer queries