Customer Service Officer

Are you calm under pressure, enjoy working with people, and thrive in a role where no two days are the same? We’re looking for a confident, approachable, and customer-focused individual to join our bus station team in Durham.

This is a front-facing role supporting passengers in a busy environment. While it can be challenging at times, it’s also highly rewarding - especially when you’re able to help someone get where they need to be, solve a problem, or keep services running smoothly.

This is a fixed term role until 31 March 2028.

What Is Involved?

• Providing clear, accurate travel information and directions to passengers
• Supporting passengers’ comfort and safety within the bus station
• Working as part of a team to ensure buses move safely and efficiently on the concourse
• Helping maintain a safe, secure and clean environment
• Managing issues calmly and professionally, including dealing with frustrated or distressed customers
• Monitoring bus movements and responding to any non-compliance with station standards

Why this role is great for the right person

• You’ll work with a wide range of people every day
• The role offers lots of variety and problem-solving
• You’ll make a real difference by helping passengers during their journeys
• Ideal for people who enjoy new challenges and a fast-paced environment

What Will I Need?

• An excellent communicator with strong customer service skills
• NVQ Level 2 in Customer Service (or equivalent) or substantial relevant experience
• Experience dealing calmly and tactfully with challenging or emotional situations

Our Offer to You

We offer a competitive rewards package that includes attractive salaries, a generous annual leave entitlement of 27 days (rising to 32 after five years’ continuous local government service), membership of the excellent contributory career average Local Government Pension Scheme, and a range of flexible working arrangements. Rewards and benefits are subject to individual terms and conditions.

Equality, Diversity, and Inclusion

We are a proud equal opportunities employer and believe a diverse workforce brings fresh ideas and drives service improvement. We welcome applications from everyone and make employment decisions based on skills and ability. As a Disability Confident Leader, we actively encourage applications from disabled people and offer support throughout the recruitment process. We welcome applications from disabled people and those who are or consider themselves to be neurodivergent.

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