Customer Experience Supervisor

Arriva Group; Wakefield; On-site; GBP 25,000 - 30,000; Full time

Job summary

A public transportation company seeks a Customer Experience Supervisor for Wakefield Bus Station. In this key frontline role, you will ensure a safe and welcoming environment, providing excellent customer service and support to driver managers. The ideal candidate is confident, calm under pressure, and possesses strong communication and complaint-handling skills. Your responsibilities include assisting customers, resolving complaints in real-time, and updating customers on service changes.

Qualifications

• Confident, calm, and customer-centric individual.
• Ability to make sound decisions quickly.
• Proactive and detail-focused with a commitment to safety.

Responsibilities

• Act as the first point of contact for customers.
• Respond to customer enquiries and resolve complaints.
• Update customers on bus stand changes.
• Manage service disruption updates.

Skills

Strong communication skills

Complaint handling

Decision making in fast-paced environment

Customer-centric approach

Job description

Job Description

We are looking for a Customer Experience Supervisor to join our team at Wakefield Bus Station . This is a key frontline role where you will lead by example to deliver a safe, welcoming and customer-focused environment, ensuring every customer receives a prompt, professional and positive experience. You will play a vital part in managing day-to-day service delivery, supporting Driver Managers, and responding effectively to customer needs and service challenges in a fast-paced operational setting.

If you are a confident, calm and customer‑centric individual with strong communication and complaint‑handling skills, who can make sound decisions in a fast‑paced environment, we want to hear from you!

You will be visible, proactive and detail‑focused, with a genuine commitment to safety, service excellence and continuous improvement.

Key Responsibilities

• Act as the first point of contact for customers needing assistance within the Bus Station (in person)
• Respond to customer enquiries and resolve customer complaints in person and at the point of contact (first time resolution)
• Update customers on bus stand changes – in person and via the PA
• Update service disruption (digitally) – training to be provided

On occasion, board customers onto a bus (on stand), taking payment so the bus is ready t...