About Company
Lothian Buses is Edinburgh’s award-winning principal bus operator, serving over 120 million passengers annually across the city and surrounding regions. With a rich history spanning over a century, we are committed to providing reliable, safe, and sustainable public transport services that connect communities and contribute to the vibrant life of Edinburgh. Our dedication to innovation, customer satisfaction, and employee welfare makes us a leading employer in the Scottish transport sector. We pride ourselves on our diverse and inclusive workforce, fostering a culture of respect, teamwork, and continuous development. Joining Lothian Buses means becoming part of a community that values its people, invests in their development, and celebrates success. We play a crucial role in the daily lives of Edinburgh residents and visitors, and every team member contributes to our mission of delivering exceptional public transport experiences.
Job Description
Are you a highly motivated and customer-focused individual with a passion for public service? Lothian Buses is seeking dedicated individuals to join our team as Bus Conductors, focusing on Fare & Passenger Service in the Craiglockhart area of Edinburgh. While the traditional ‘Conductor’ role has evolved with modern transport systems, this position is reimagined to be crucial for enhancing the passenger experience, ensuring smooth operations, and upholding our commitment to exceptional customer care on our bus services. This is not merely a fare collection role but a comprehensive passenger support position. You will be the friendly and reassuring face of Lothian Buses, primarily responsible for warmly greeting passengers, providing essential information, and ensuring fare compliance with a focus on a positive and welcoming experience. You will play a key role in maintaining a safe, accessible, and orderly environment on board, assisting passengers with boarding and alighting, particularly those with special needs, mobility challenges, or parents with young children. This is more than just a job; it’s an opportunity to connect with the community, provide essential assistance, and contribute to the seamless operation of Edinburgh’s world-class public transport network. You will be instrumental in making every journey pleasant, safe, and efficient for our diverse passenger base, from daily commuters to tourists exploring our beautiful city. We are looking for individuals who can think on their feet, handle various situations with calm professionalism, demonstrate excellent communication skills, and possess a genuine desire to help others navigate their journey smoothly. Your ability to maintain a positive attitude, even under pressure, will be key to your success and to enhancing the overall passenger experience.
Key Responsibilities
- Warmly greet passengers, provide assistance with enquiries, and offer accurate information regarding routes, timetables, services, and local points of interest.
- Verify passenger tickets, passes, and smartcards, ensuring appropriate fares are paid and courteously resolving any fare-related queries or issues.
- Assist passengers with boarding and alighting, paying particular attention to individuals with disabilities, parents with prams, elderly passengers, and ensuring accessibility.
- Maintain a visible, friendly, and helpful presence on board to deter anti-social behaviour and ensure a safe, comfortable, and pleasant environment for all passengers.
- Provide proactive assistance and clear communication during unexpected delays, diversions, or disruptions, helping passengers plan alternative routes or next steps.
- Handle cash transactions for ticket sales (if applicable) and manage card payment devices accurately and securely, adhering to company financial procedures.
- Report any incidents, accidents, anti-social behaviour, or concerns regarding passenger welfare or vehicle condition to the appropriate channels promptly.
- Collaborate effectively with bus drivers, operations control, and other team members to ensure efficient service delivery and adherence to schedules.
- Stay thoroughly informed about company policies, fare structures, route changes, service updates, and local events to provide comprehensive information to passengers.
- Uphold the highest standards of customer service, representing Lothian Buses professionally and positively at all times, striving for excellence in every interaction.
Required Skills
- Proven experience in a customer service role, ideally in a public-facing environment, demonstrating direct interaction with diverse customers (minimum 6 months).
- Exceptional communication and interpersonal skills, with the ability to interact politely, clearly, and effectively with people from all backgrounds.
- Demonstrated ability to handle cash transactions accurately and operate payment systems with integrity.
- A patient, calm, and approachable demeanour, capable of remaining composed and professional even in challenging or high-pressure situations.
- Strong problem-solving skills and the ability to make quick, sensible, and safe decisions for the benefit of passengers and operations.
- A commitment to safety and a thorough understanding of public transport regulations and best practices.
- Ability to work independently as well as collaboratively as part of a dynamic team.
- Flexibility to work various shifts, including evenings, weekends, and public holidays, as public transport operates around the clock.
Preferred Qualifications
- Previous experience in the public transport sector or a similar high-volume service industry.
- In-depth knowledge of Edinburgh's geography and Lothian Buses' extensive route network.
- Basic First Aid certification or willingness to undergo training.
- Ability to communicate in additional languages is a distinct advantage in our diverse city.
- Experience using two-way radio communication systems.
Perks & Benefits
- Competitive salary and enrollment in a robust company pension scheme.
- Generous holiday allowance, ensuring a healthy work-life balance.
- Free travel on all Lothian Buses and Edinburgh Trams services for you and a nominated person.
- Excellent opportunities for career progression and professional development within a large, stable organization.
- Comprehensive initial training program and ongoing support to ensure your success.
- Access to an employee assistance program for confidential support and advice.
- A stable and rewarding career with a respected Edinburgh institution at the heart of the community.
- Access to an employee discount scheme with various local and national retailers.
How to Apply
If you are ready to embark on a fulfilling career with Lothian Buses and contribute to the heart of Edinburgh’s public transport, we encourage you to apply! Please click on the application link below to visit our official careers page. There, you can explore current opportunities and submit your application for relevant customer service or passenger assistant roles within our operations. We look forward to receiving your application!