About Company
Stagecoach North Scotland is a vital part of the Stagecoach Group, one of the UK’s largest bus and coach operators. We are dedicated to connecting communities across the North East of Scotland, providing reliable, safe, and sustainable public transport services. With a commitment to our passengers, our people, and the environment, we strive to deliver an excellent travel experience every day. Our team in Aberdeen plays a crucial role in maintaining high standards of service, and we pride ourselves on fostering an inclusive and supportive work environment where every voice is heard, and every contribution is valued. Join us and be part of a company that keeps Scotland moving, where your efforts directly impact the daily lives of thousands.
Job Description
Are you a highly empathetic and resilient individual with a knack for resolving issues and transforming potentially negative experiences into positive outcomes? Stagecoach North Scotland is seeking a dedicated Customer Care Assistant specialising in Complaint Handling to join our dynamic team in Bieldside, Aberdeen. In this critical role, you will be the first point of contact for passengers who have encountered issues with our services, requiring a calm, patient, and professional approach to listen, investigate, and resolve their concerns effectively. Your ability to turn a challenging situation into an opportunity for positive customer engagement and service improvement will be key.
This isn’t just about answering queries; it’s about active listening, meticulous record-keeping, and the ability to navigate complex situations with a solution-oriented mindset. You’ll be empowered to make decisions within company guidelines, ensuring fair and consistent resolutions that uphold our commitment to customer satisfaction and service excellence. Your day will involve managing incoming complaints via various channels – phone, email, and written correspondence – conducting thorough investigations by liaising with operational teams, and communicating findings clearly and concisely. You will play a pivotal role in identifying trends, providing valuable feedback to management to improve services, and contributing to a culture of continuous improvement across our North Scotland operations. If you are passionate about customer service, possess exceptional communication skills, and thrive in an environment where you can make a tangible difference to people’s daily lives, we encourage you to apply. This is a challenging yet rewarding position where your ability to turn challenges into opportunities will be highly valued, contributing directly to our mission of providing seamless and reliable transport services.
Key Responsibilities
- Serve as the primary point of contact for all customer complaints, ensuring a professional, empathetic, and patient approach.
- Listen attentively to customer concerns, gathering all necessary information to understand the full scope and nuance of each issue.
- Conduct thorough investigations into complaints by effectively liaising with relevant internal departments, including operations, scheduling, and engineering.
- Formulate clear, concise, and appropriate responses to customers via phone, email, and written correspondence, adhering strictly to company policies and regulatory guidelines.
- Proactively seek fair, consistent, and satisfactory resolutions that meet customer expectations while safeguarding company interests.
- Maintain accurate and detailed records of all complaint interactions and resolutions within our CRM system.
- Identify recurring issues and trends in customer feedback, escalating significant patterns and insights to management for strategic service improvement initiatives.
- Contribute actively to the continuous improvement of customer service processes and standards across all touchpoints.
- Handle sensitive and confidential customer information with the utmost discretion and adherence to data protection regulations.
- Provide constructive feedback and insights to operational teams based on customer experiences to enhance overall service delivery and prevent future issues.
Required Skills
- Minimum of 1 year experience in a fast-paced customer service or dedicated complaint handling role.
- Exceptional verbal and written communication skills, with the ability to articulate complex information clearly.
- Proven ability to actively listen, empathise, de-escalate situations, and build rapport with diverse customer personalities.
- Strong problem-solving and decision-making capabilities, demonstrating initiative and sound judgment.
- High level of patience, resilience, and emotional intelligence when dealing with challenging and potentially distressed customers.
- Proficiency in using CRM software and standard office applications (e.g., Microsoft Office Suite).
- Ability to work both independently and collaboratively as part of a cohesive team in a demanding environment.
- Strong organisational skills and meticulous attention to detail for accurate record-keeping and follow-up.
Preferred Qualifications
- Previous experience within the public transport or a similar customer-facing service sector.
- Knowledge of local geography and Stagecoach North Scotland routes and services.
- A formal qualification in customer service, business administration, or a related field.
- Demonstrable experience with conflict resolution and mediation techniques.
Perks & Benefits
- Competitive salary and a robust company pension scheme.
- 28 days annual leave (including public holidays), with incremental increases based on length of service.
- Free travel for you and your eligible family members on Stagecoach bus services across the UK.
- Excellent opportunities for professional development, training, and career progression within a large national company.
- Access to a comprehensive employee assistance programme offering support for personal and professional well-being.
- A wide range of retail discounts and other exclusive employee benefits through our company reward scheme.
How to Apply
To apply for this exciting opportunity to make a real difference in our customers’ experience, please click on the application link below. We look forward to reviewing your application and learning how your skills and experience can contribute to our team at Stagecoach North Scotland.