Customer Specialist

JR United Kingdom; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Specialist to enhance customer satisfaction and support their dynamic team. This role involves maintaining ticketing systems, improving processes, and ensuring effective communication across various channels. Ideal candidates will possess strong analytical and IT skills, with a passion for customer service. Join this forward-thinking company to contribute to their mission of delivering exceptional experiences to customers in iconic cities around the world.

Benefits

25 Days Holiday + Bank Holidays

Employee Assistance Programme

Performance Bonus Scheme

BUPA Cash Plan

Enhanced Maternity & Paternity Pay

Aviva DigiCare+

Death in Service

Cycle to Work

Complimentary Big Bus Tickets

Merlin Attractions Discounts

Qualifications

• Experience in customer service or contact centres is preferred.
• Proven ability to maintain robust reporting structures.

Responsibilities

• Support the Customer team in delivering the global Customer strategy.
• Analyze and report on key Customer KPIs.

Skills

Customer Service

Communication Skills

Analytical Skills

IT Skills

Problem Solving

Education

Formal Education in Customer Service

Tools

Freshworks

Microsoft Office

Excel

Job description

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Big Bus Tours is the world’s largest privately owned open-top bus tour company, present in 28 famous cities including London, Dubai, Paris, New York & Singapore - along with a few you might not expect. Growing at a rate of two to three new cities a year, it is our vision to be the Number 1 ‘thing to do’ in every world-famous city.

The Customer department at Big Bus Tours is a small team with a wide remit. They look after Big Bus’s online reputation, the global frontline customer service training program, Audio Experiences (the content our customers listen to on the bus), as well customer service with our outsourced team we call the Hub. The Hub handles inbound queries and complaints from Big Bus customers via email and chat, responds to reviews, sells tickets, monitors some of our socials, and performs various processes for the in-city and central support teams at Big Bus.

Your role in the Customer team will be supporting our Hub agents, maintaining our ticketing, knowledgebase and AI systems, reporting on the department, suggesting and implementing process improvements, and stepping in and arranging service recovery in cases where we have really got it wrong. We’ll call on you to contribute to a range of tasks from projects to administration. Quick thinking, top communication and impressive computer skills will be critical to your success; you will be helping improve our performance towards KPIs and contributing to Customer Satisfaction at Big Bus Tours as a whole.

• Vacancy: Customer Specialist
• Location: London, Victoria
• Working Pattern: 2 days in the office and remainder at home, subject to change in the future

Key Areas of Accountability and Responsibility

Customer Satisfaction

• Support the Customer team in delivering the global Customer strategy in partnership with the Hub, in-city teams, and Central Support Office
• Uncover unmet customer needs & frustrations (actionable insights) in operational delivery and continuously identify ways to reduce the number of customer interactions, complaints and refunds through in-city operations
• Ensure customer interactions across multiple channels including chat, email, and social are aligned with the brand values of Big Bus Tours
• In collaboration with third party suppliers, identify and manage customer service training plans and supporting documentation
• Maintain and improve the Hub’s internal Knowledgebase
• Continuously review and refine customer service processes & standard operating procedures, delivering efficiencies and cost savings
• Ensure consistent and effective communication between in-city operations, the Hub, Central Support Office, and Big Bus customers
• Identify and proactively manage escalated enquiries from the Hub to in-city teams through to successful customer recovery

Systems & Reporting

• Become a Freshworks product expert, leveraging functionality of the helpdesk software to the benefit of the Hub and customers
• Analyse and report on key Customer KPIs
• Own our AI Virtual Assistant, ensuring it is up to date with the latest global operational changes
• Collaboration with the eCommerce team to enhance interactivity between Customer systems and CRM

Experience & Qualifications

• On-the-job or formal education in customer services business specialism preferred
• Proven ability to devise, implement and maintain robust reporting structures
• Flexibility to work the hours required for business needs and to travel in the UK and overseas
• Experience working with customer service teams or contact centres desirable

Customer-focused: You are always thinking about how changes will benefit or impact on the customer

Technical: You have excellent IT skills, highly proficient in Excel and Microsoft Office suite

Analytical: You are effective in seeking and presenting pertinent data, and identifying possible causes of problems

Self-Motivated: You can identify what needs doing, and complete tasks without close supervision

Creative: You want to develop new approaches and drive continuous improvement

Personable: You can liaise effectively with a wide range of colleagues and external agencies

We are proud to offer all our colleagues a competitive benefits package ( pro-rata for part time), which includes:

• 25 Days Holiday + Bank Holidays, Increasing to 30 with L.O.S
• Employee Assistance Programme
• Performance Bonus Scheme
• BUPA Cash Plan
• Enhanced Maternity & Paternity Pay
• Aviva DigiCare+ (Remote GP & 2 Medical Opinion)
• Death in Service
• Cycle to Work
• Complimentary Big Bus Tickets
• Merlin Attractions Discounts
• Sick Pay Scheme
• Season Ticket Loans
• Employee Referral Scheme

Next Steps

To apply for this role please click ‘Apply’, there is no lengthy application form and cover letters are optional. Once submitted, your application will be reviewed by the hiring manager(s). Due to the volume of applicants our vacancies regularly receive, please allow 2 weeks from the closing date to hear back regarding your application although our team will endeavour to contact every applicant as soon as practicable.