Prepared

by:
Date:
Version
Job Description
Post Job Customer Service Advisor Reports To: Coach Station Manager / Duty
Title: Manager / Team Leader

Function: Customer Service Function: Customer Service

Location: Various Location: Various

Grade: Staff (level 8) Safety Status: Safety Critical

1. Purpose of the Job

1.1 Customer Service Advisors are proactive in delivering exceptional customer service to all National
Express customers. With a comprehensive understanding of our services and products they provide
detailed travel and ticket information to customers, while acting as a brand ambassador for the
business at all times. Through empowerment, they work using their own initiative to resolve
customer problems, ensuring a positive outcome is achieved. Advisors work collaboratively with
colleagues throughout the business acting as the voice of the customer to champion common issues
and concerns, helping the business to enhance service delivery.
2. Key Accountabilities
2.1 To proactively deliver an excellent standard of customer service at all times. To use initiative and
problem solving skills to own customer issues ensuring a positive outcome is achieved.
2.2 To act as a brand ambassador through excellent personal presentation standards and detailed
product knowledge.
2.3 To effectively communicate information to customers.
2.4 To positively up-sell National Express services and products to customers.
2.5 To proactively provide support and assistance to customers, colleagues and driver teams.
2.6 To be fully competent in the use of the relevant ticketing and operational systems, processes and
procedures necessary to fulfil the role.
2.7 To liaise with colleagues throughout the business regarding service updates and disruption.
2.8 To champion safety, highlighting any areas of concern and ensuring safe working practices are
adhered to –proactively intervening to prevent unsafe actions from occurring.
2.9 To work collaboratively as part of a team to create a positive work culture through constant
communication, integrity, positive energy and pride.
2.10 Should the role requirements and responsibilities change, then these will be reviewed and amended
in consultation with the individual
2.11 The role requires the individual to actively follow NEL policies including Drug and Alcohol and Equal
Opportunities policies
2.12 To carry out any other duties as are within the scope, spirit and purpose of the job as requested by
the line manager or Head of Department

3. Role Dimensions
Financial Non-Financial
[Brief synopsis of budget accountability, and level of authority] [Brief synopsis of number and type of staff controlled]

Not applicable Not applicable

Job Role
Customer Service Advisor
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 4. Main Contacts (External/Internal)*
Contacts Frequency Purpose
Coach Station Manager As required
Customer Service Duty Manager Continual
Customer Service Team Leader Continual
Customers and Drivers Continual

5. Experience, Knowledge & Qualifications Required

5.1 Fluent English speaking, educated to GCSE level or equivalent
5.2 Experience of delivering excellent customer service in a fast paced working environment
5.3 Experience of working as part of a team and independently
5.4 A confident communicator with excellent people skills and the ability to put people at ease
5.5 A proactive ‘want to help’ attitude
5.6 Work will involve standing and/or sitting for long periods of time due to customer demands
5.7 The ability to work shift patterns including weekends and bank holidays. Occasional working
overtime to meet business demands.

6. Health & Safety Responsibility

6.1 Maintain an awareness of and observation of Fire and Health & Safety Regulations
6.2 Fully trained in site evacuation procedures.
6.3 Adhere to established safe working processes.

7. Authority
Authorised By:
Functional Director:
Date:
8. Acknowledgement
I acknowledge receipt of this job description and I confirm that I am fully conversant with its content
Post Holders Name:

Post Holders Signature:

Date:

* Only applicable for Manager Grades and above.

Job Role
Customer Service Advisor
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