Job Purpose
Salary 24865.53 pro rata. This role is about delivering exceptional service to Stagecoach customers who contact us via a range of voice and digital platforms. You will ensure every customer feels listened to, understood, and treated like an individual; and using your technical skills combined with our outstanding technology, strive for the most effective first‑time resolution. Flexible, adaptable, and proactive, the Customer Engagement Assistant responds effectively to changing customer needs and tailors outcomes accordingly, working closely with regional operational centres on a daily basis.
Principal Accountabilities
Work in our omni‑channel contact centre, using multiple contact channels equally competently to deliver brilliant solutions to our customers. This includes traditional inbound voice calls and digital interactions across SMS, email, webchat, and social media, as well as outbound calling to both customers and regional operational centres. Over time the role will also evolve to include outbound sales through service activity, so you should be equally comfortable with outbound work. Your normal working hours will be 37.5 hrs per week. You will participate in a shift pattern which includes evening and weekend cover between 08:00 and 18:00, Monday–Sunday, on a rotational basis 5 days out of 7, which will be assigned to you in advance. Additional hours may be required to meet business needs, subject to the limits prescribed by the Working Time Regulations or any relevant opt‑out agreement.
Key Responsibilities
- Be truly multi‑skilled and equally comfortable/competent across all voice and digital contact types, both inbound and outbound.
- Provide exceptional customer experiences by fully engaging with every customer, taking true ownership, and working collaboratively to create personalised solutions, no matter how complex the issue.
- Consistently put yourself in the customers’ shoes, appreciating their individual circumstances and using your initiative to deliver exceptional experiences; leave them feeling valued.
- Use straightforward, empathetic, and personalised language to ensure full and effective first‑time resolution, preventing avoidable repeat customer contacts.
- Be a brand advocate and maximise opportunities to promote our products and services, adding extra value for the customer.
- Help drive a shift from voice to digital over time by educating voice customers about our digital service options.
- Establish meaningful relationships and networks across your immediate team, wider PSC teams, and regional operational centres to act less as a traditional contact centre agent and more as an effective regional account manager.
- Identify opportunities to simplify processes for future customers, ensuring your team leaders are informed of these opportunities in a timely manner.
- Act consistently in accordance with our regulatory requirements, taking positive action to highlight any new risks or inconsistencies in our ways of working.
- Act as a role model to colleagues by living the Stagecoach values and behaviours at all times.
- Deliver a balanced performance across all key performance indicators.
Person Requirements – Qualifications, Experience & Competencies
- Excellent communication and numerical/literacy skills, facilitating effective communication across multiple contact channels with customers and stakeholders.
- Confidence with complex IT systems and ability to absorb and interpret information accurately, using all available tools to access the right systems and processes in a timely manner.
- Previous experience delivering excellent service in a customer‑facing role, and preferably in a contact centre environment.
- Value and respect peers, wider Stagecoach colleagues, and the working environment; contribute to a positive workplace culture.
Location
Stagecoach Group Head Office, 10 Dunkeld Road, Perth, PH1 5TW
Equal Opportunities Statement
Stagecoach is proudly an inclusive employer, striving for a culture where everyone can be themselves and all the differences people bring are truly appreciated. We welcome applications from all, irrespective of gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation, or age.
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