Customer Engagement Assistant

Stagecoach Group; Perth; On-site; GBP 22,807 - 27,876; Full time

Job summary

Stagecoach Group in Perth is hiring a Customer Engagement Assistant to enhance customer experiences across calls, web chat, email, SMS, and social media. This full-time role requires excellent communication skills and a customer-focused attitude, where no two days are the same.

The candidate will resolve complaints, analyze customer interactions, and work closely with operational teams to improve services. With a rotating shift pattern, this position supports an inclusive culture and offers valuable career development opportunities.

Qualifications

• Proficient in written and verbal communication across multiple channels.
• Quick to learn new IT systems and processes.
• Able to make judgment calls based on interpreted information.
• Experience in customer service roles preferred, not mandatory.

Responsibilities

• Resolve customer complaints with empathy and creative thinking.
• Analyze call patterns to improve customer experience.
• Work with regional operational teams to enhance service delivery.

Skills

Excellent communication skills

Confidence with IT systems

Strong literacy and numeracy

Previous experience in a customer-facing role

Ability to stay calm and empathetic

Job description

## Customer Engagement AssistantApplylocations: Perth, PH1 5TW, United Kingdomtime type: Full timeposted on: Posted Todayjob requisition id: JR12962**Salary**£25342.08**Customer Engagement Assistant** Let's be upfront with you: this isn't the highest-paying job you'll ever have. But it could be the one that has the biggest impact on your career. Every day, millions of people rely on Stagecoach to get where they need to go. When they have a question, a problem, or just need someone to actually listen, you're that person. Working across calls, webchat, email, SMS and social media, you'll be the voice (and the typing fingers) of one of the UK's biggest transport businesses. No two days are the same. One minute you're resolving a tricky complaint with empathy and a bit of creative thinking; the next you're spotting a pattern in your calls that quietly improves things for thousands of future customers. You'll work closely with our regional operational teams, and over time you'll feel less like a contact centre agent and more like someone who genuinely runs things. What we need from you * Excellent communication skills, written and verbal, across every channel* Confidence with IT systems and the ability to pick things up quickly* Strong literacy and numeracy; you'll be interpreting information and making judgement calls daily* Previous experience in a customer-facing role (a shop, a café, a helpline, it all counts; contact centre experience is a bonus but not essential)* The ability to stay calm, empathetic and solutions-focused when things get difficult You'll thrive here if you... * Genuinely like helping people, not just ticking a box and moving on* Take ownership rather than looking for the nearest exit* Treat every customer as an individual, not a ticket number* Are equally comfortable on the phone or behind a keyboard What you'll gain * Omni-channel contact centre skills that are genuinely in demand* Confidence handling complex, real-world conversations* Experience working with enterprise-level systems and processes* Visibility across a national brand, and a network to match* A team around you, not just a job title* A CV that opens doors well beyond this role **The role is 37.5 hours per week on a rotating shift pattern, Monday to Sunday between 08:00 and 18:00.** Stagecoach is proudly an inclusive employer, striving for a culture where everyone can be themselves and where all the differences people bring are truly appreciated. We welcome applications from all, irrespective of gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation or age. We also live by our five values across Stagecoach; We plan for the future, We do the right thing, We are stronger together, We are down to earth and We support communities. **If you care about people and you’re ready to get stuck in, we’d love to hear from you.**