Customer Engagement Assistant

Stagecoach Group Limited; Perth; On-site; GBP 23,000 - 28,000; Full time

Job summary

Stagecoach Group is seeking a Customer Engagement Assistant in Perth. You’ll be the voice and typing fingers across calls, webchat, email, SMS and social media, helping customers with questions and resolving issues that affect thousands of journeys.

You’ll work across shifts in a busy environment, learning enterprise systems and building omni-channel skills while supporting regional teams and driving improvements to the customer experience.

Qualifications

• Excellent communication skills, written and verbal across channels.
• Confidence with IT systems and the ability to learn quickly.
• Strong literacy and numeracy; interpreting information daily.
• Prior customer-facing experience; contact centre is a bonus.
• Remain calm, empathetic and solutions-focused when challenged.

Responsibilities

• Handle customer inquiries via calls, webchat, email, SMS and social media.
• Resolve issues with empathy and creative thinking to improve journeys.
• Collaborate with regional teams and gain broader insight into operations.
• Identify patterns in interactions to drive service improvements.

Skills

Communication skills

IT proficiency

Literacy & numeracy

Customer-facing experience

Calm under pressure

Job description

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.

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.

Location:

Stagecoach Group Head Office 10 Dunkeld Road Perth PH1 5TW