Customer Experience Officer

Blackpool Transport Services Limited; Lancashire; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

28 days’ holiday per year rising to 33

Free travel on bus and tram services

Learning and Development opportunities

Pension scheme

Employee care programme

Job summary

Blackpool Transport Services Limited is looking for a Customer Experience Officer to join the busy Customer Experience Team. You will handle queries via email, phone and live chat, resolve complaints and help customers plan their journeys across the Fylde Coast.

The role involves face-to-face interaction at key locations and proactive feedback sharing to inform service improvements. A friendly, proactive team member is essential.

Qualifications

• Competent in navigating Microsoft software.
• Customer Service qualification at NVQ2.
• NVQ Level 2 in literacy and numeracy or equivalent.

Responsibilities

• Actively listen to and respond to customer contacts in a friendly, helpful manner.
• Support customers to use digital products confidently.
• Manage customer lost property and reunite with owners.
• Identify community engagement opportunities to promote Blackpool Transport.

Skills

Microsoft software

Customer service mindset

Verbal communication

Team player

Prioritisation

Education

NVQ Level 2 literacy/numeracy

Customer Service NVQ2

Job description

Customer Experience Officer

Application Deadline: 22 September 2026

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Rigby Road Depot

Compensation: £25,878 / year

Description

Do you love helping people? If the answer is yes, we’d like to hear from you.

Working in our busy Customer Experience Team is challenging, but for the right person it’s a very rewarding environment. We’re all about our customers, so naturally you’ll be a people person with a willingness to ensure that each and every customer who travels with us has an enjoyable experience.

In this role, you’ll mostly be:

• Communicating with our customers, largely via email, telephone and live chat. This will involve complaint resolution as well as answering queries from our residents and visitors.
• Gaining customer feedback and communicating it to other departments to inform business decisions.
• Making a difference face-to-face at key locations across the Fylde Coast, such as at bus and tram stops, at Blackpool’s busy train station, or in the community.
• Blackpool is known for its busy summer and illuminations period, and this is where you can make a real difference, whether it’s out in the resort or on the other end of the phone – it’s all about getting people where they need to be.

Key Responsibilities

• Actively listen to and understand our customer needs and respond to all customer contacts in a friendly, helpful and professional manner, over the telephone and using a variety of other communication channels.
• Support customers to use our digital products confidently.
• Manage customer lost property, focusing on reuniting the property with the owner.
• Proactively identify community and stakeholder engagement opportunities, to promote Blackpool Transport.
• Support customers to understand operational procedures in relation to customer queries.
• Communicate news and updates to customers using our digital platforms.
• Identify and report customer trends and communicate these appropriately between BTS departments to ensure two-way communication and fostering positive working relationships.
• Carry out such tasks as may reasonably be required by the department leader or other members of the management team.

Skills, Knowledge and Expertise

1. Education/Qualifications/Knowledge

• Competent in navigating Microsoft software · E
• Customer Service qualification at NVQ2 · D
• NVQ Level 2 in literacy and numeracy or equivalent D

2. Experience

• Working in a busy customer focused role · E
• Working in a call handling environment · E
• Responding to customers via different communication channels · E
• Communicating with customers from a diverse range of backgrounds · E
• Retail sales experience  D
• Cash handling experience D

3. Aptitudes and Skills

• Able to deliver an excellent standard of customer service  E
• Excellent verbal and …
• Positive and proactive team member · E
• Able to assess priorities and change focus quickly E

4. Personal Attributes

• Customer focused in every aspect of service delivery · E
• A proactive and enthusiastic customer champion · E
• Friendly and approachable. · E
• Helpful and positive attitude. · E
• Flexible and adaptable attitude to working practices and demands · E
• Proactive approach to continuous personal development · E
• Highly professional – Demonstrate role model behaviours to all colleagues, customers and stakeholders E

Benefits

• 28 days’ holiday per year rising annually to 33 days after 5 years, inclusive of 8 public holidays.
• 'Recruit a friend' scheme.
• Free travel on all our bus and tram services (with additional passes available for a few of your nearest and dearest)
• Learning and Development opportunities.
• Career progression opportunities.
• Enrolment into the Blackpool Transport pension scheme and access to pension advice if needed.
• Work/life assistance 24 hours a day through Spark
• An employee care programme for help and advice when you need it.
• Exclusive Discounts
• Discounted membership at local council gyms
• Free Car Parking