Customer Service Duty Manager

National Express Group PLC; Plymouth; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading transport provider as a Duty Manager at Plymouth Coach Station. You'll oversee daily operations, ensuring customer satisfaction and team management while enjoying benefits such as free coach travel and career development opportunities.

Benefits

Free Coach travel for employee

Complimentary travel for a nominated person

Company pension

Employee Assistance Programme

Exclusive benefits and discounts with retailers

Opportunities for progression

Qualifications

• Previous experience managing a site and team.
• Ability to build strong internal and external relationships.
• Excellent attention to detail in fast-paced environments.

Responsibilities

• Oversee day-to-day activities ensuring efficient shift plans.
• Provide proactive assistance to customers and stakeholders.
• Manage support staff in compliance with company policies.

Skills

Time Management

Customer Service

Communication

Job description

We have an exciting opportunity for a Duty Manager in Plymouth Coach Station.

You will be working any 5 days from 7, (1 in 3 weekends on average) between the opening hours of 08:30 till 17:30. Fridays open at 08:00.

You will play a crucial role in the running of Plymouth Coach Station, ensuring the delivery of a safe, secure, and customer-focused culture. You will work with the Deputy Head of Coach Stations to ensure the service delivered meets the business expectations, as well as provide coaching and development for our Customer Service Advisors.

As the successful candidate, you will have excellent time management, an eye for detail, and the ability to build strong internal and external stakeholder relationships. You will have previous experience managing your own site and team, along with delivering excellent customer service in a fast-paced environment.

Successful applicants will be invited to attend an onsite assessment on Thursday 3rd July.

What you'll do...

• Oversee the day-to-day activities within the site, ensuring efficient shift plans to cover business needs.
• Proactively provide assistance to customers, colleagues, drivers, and external stakeholders.
• Manage and support staff in line with National Express Policies & Procedures, identifying individual training and development needs.
• Ensure efficient and consistent communication processes are in place, including daily briefings, regular team meetings, and bi-monthly one-to-ones.

What we offer in return for your hard work and commitment…

• Free Coach travel for yourself on the National Express network.
• Complimentary coach travel for a Nominated Person on the National Express network.
• A company pension.
• Access to our Employee Assistance Programme, which includes free counselling and support to improve your health and wellbeing.
• Exclusive benefits and savings from thousands of UK's largest retailers and service providers.
• Endless opportunities for progression within the business.

National Express is committed to creating an inclusive workplace that reflects the diverse communities we serve. We positively encourage applications from all sectors of the community.

We are a Disability Confident employer, and if you require any adjustments during the recruitment process, please let us know.

We reserve the right to close this advert early if we receive a high volume of applications before the advertised closing date.

At National Express, we are proud of our health and safety record. We operate a Drugs and Alcohol Policy applicable to all employees.

As part of the initial assessment, drug and alcohol testing will be conducted, and you may be subject to random tests during employment.