Customer service is one of the most important departments within our organisation as customer satisfaction is a priority in all we do. We are currently recruiting for a number of Customer Service Advisors to join the team in Luton.

The role will involve: Providing excellent customer service to Arriva customers contacting the Customer Service Contact Centre, and to ensure that customers receive a prompt, professional and courteous service.

· Act as the first point of contact for customers needing assistance with Bus enquiries, across telephone, email, live chat and social media channels

· Manage customer enquiries and complaints

· Ensure customer enquiries / complaints are answered and resolved in an efficient and professional manner that reflects the Arriva vision and promotes a positive view of the organisation

· Deliver exemplary standards of performance which bring to life the customer charter

· Demonstrate an understanding of processes and technical knowledge and fully utilise software systems

· Liaise with other departments and members of staff where complex issues require their assistance

· Keep the customer informed and updated of outcomes to investigations and reply to queries and complaints on all channels whether verbally or in writing

· Carry out any other reasonable tasks as requested by the management team

Requirements:

* Desirable - previous contact centre experience and experience of digital channels

* Excellent communication skills both written and verbal

* Ability to provide excellent customer service in line with the organisational vision

* Ability to handle complaints and difficult situations in a calm, patient and effective manner

* Proficient in the use of Word and Excel

* Excellent attention to detail