Job Description

Puropose of the role

To work using own initiative and collaboratively with colleagues to resolve customer problems, and operational issues ensuring a positive outcome is achieved and to help the business to enhance service delivery.

Key accountabilities

Supervise and lead the team of CSOs and CSSs in their day-to-day duties. Support Ass Service Delivery Manager in meeting all company's objectives and complete all reports on-time.

To champion safety, highlighting any areas of concern and ensuring safe working practices are adhered to -proactively intervening to prevent unsafe actions from occurring, and to assist with the safe co-ordination of buses and vehicles, ensuring that only those which are permitted in the station area are given access.

To deliver an excellent standard of customer service proactively always. To use initiative and problem solving skills to own customer issues ensuring a positive outcome is achieved.

To proactively provide support & assistance to customers, colleagues & driving staff.

To act as a brand ambassador through excellent personal presentation standards and detailed product knowledge.

To effectively communicate information to customers

To be fully competent in the use of the relevant ticketing and operational systems, processes and procedures necessary to fulfil the role.

To support customers and colleagues working at BPTC, work together to support the BPTC service. Inform customers about the service disruptions.

To work collaboratively as part of a team to create a positive work culture through constant communication, integrity, positive energy and pride.

Should the role requirements and responsibilities change, then these will be reviewed and amended in consultation with the individual

The role requires the individual to actively follow BPTC policies including Drug and Alcohol and Equal Opportunities policies

To carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department

To assist with the oversight of any contracting staff at the station carrying out construction or remedial work and report any instances of unsafe working.

Requirements

Have the ability to liaise and communicate effectively with customers both internal and external

Secondary and higher level education with either academic or vocational qualifications

Public or other transportation experience an advantage

A proactive 'want to help' attitude

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

Work will involve standing and/or sitting for long periods of time due to customer demands

The ability to work shift patterns including weekends and National holidays. Working overtime to meet business demands.

First Aid trained (Desirable)

Working knowledge of the bus and highway network in the relevant geographical area

IOSH trained and Fire Warden trained (Desirable)