Customer Experience Advisor 15 views

Job Title: Customer Experience Advisor

Location – York

Contracted Hours: 16 hours, weekends only – part time.


Do you have the drive, enthusiasm, and a passion to help take York Further? If yes, come and be part of our amazing team here at First Bus York.

York is a vibrant place to live and work and here at First Bus York our services are helping to keep York moving.  We are on the hunt for Customer Experience Advisors. This is a critical role within First York as you will work across the city helping our customer travel to and from our 6 park and ride sites.

You will be working closely with our Operations Supervisors and managers to ensure that we are providing an outstanding service and experience for our Customers no matter where they’ve travelled from to visit the city.

Day to day you will be serving our customers that visit a park and ride site and ensure they have a great experience from start to finish. Whether that’s providing them information on services they are using that day, selling the right ticket for them to helping them navigate their way back to site from the city centre no two days will be the same.

You will help keep our customers consistently informed. You will also help support and coordinate events throughout the year for our customers, making sure all information available is up to date and be the first point of contact for customer queries on the day.

This role is working 16 hours per week on a fixed term contract – following a successful probationary period your contract will become permanent.


Principal Accountabilities

  • Promote key events happening throughout the city with our customers guiding them on the best way to travel there and find their way back to site.
  • Help customers purchase the right ticket for their journey and support drivers to leave on time.
  • Interact with customers to ensure a great first-time experience and guarantee return custom.
  • Keep customers updated with any first bus information available through the First Bus App, Twitter, and website.
  • Improve the net promotor score by delivering exceptional service every time.
  • Always ensure your personal safety and that of others, including visitors, customer, and contractors
  • Wear uniform and safety clothing as supplied, ensuring that your standard of appearance complies with the company standard and is always high.
  • Assist and communicate effectively with staff and customers in your defined area, ensuring they are advised of delays or cancellation of service and are regularly updated with current information.
  • Ensure the site you are working at is kept clean, tidy and hazard free always and presented in accordance with First Bus standards
  • Provide customers with knowledge of York city centre as well as local attractions and events taking place.
  • To undertake additional tasks as required by the local manager

Shift Pattern:

  • Working 16 hours per week which is 9.5 hours Saturday (08:00 – 17:30) and 6.5 hours Sunday (10:00 – 16:30). Hours are guidelines, subject to change and some flexibility required.

Minimum requirements:

  • This is a customer facing role and requires high standards of courtesy and customer service and the ability to maintain this even when working under pressure.
  • The post holder should be a good communicator, have good interpersonal skills and be able to demonstrate empathy with both internal and external customers.
  • Resilience and the ability to cope in a busy environment.
  • Good level of numeracy
  • IT skills

We are keen to hear from you if you have the following experience:

  • Customer service (Essential)
  • Worked in Event management or promotional events
  • Resilient, positive, tenacious and ‘can do’ approach
  • Good attention to detail.
  • Knowledge of York City (desirable)

Your personal and professional development is important to us. First Bus will take you through an intensive training package to get you up to speed on all things First Bus to ensure you are ready to serve our customers throughout the City. There is no requirement for you to drive any of our vehicles so there is no PCV license needed.


Rewards & Benefits

  • Your health is important to us which is why we offer Simply Health & Smart Health for you and your dependents at no cost to you! This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advise. Our EAP provision offers 24hr, 365 days a year mental health support
  • We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc
  • Working at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass
  • Cycle to work scheme
  • 25 days’ holiday + bank holidays pro rata
  • Pension scheme and chance to buy discounted First Group shares
  • Enhanced maternity / paternity pay
  • Flexible working

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain of work, or life outside it. You’ll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.

Please apply now. We look forward to receiving your application.


Public transport serves everyone, whatever their differences. At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities and people. We welcome applications from all.

Applicants are advised that background checks will be conducted as a standard part of our recruitment process.

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