Omni-Channel Customer Engagement Specialist

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

Job summary

Stagecoach Group Limited in Perth is seeking a Customer Engagement Assistant to be the voice across calls, webchat, email, SMS and social media. You’ll resolve complaints with empathy and help improve services for thousands of customers.

The role runs 37.5 hours per week on a rotating shift pattern, Monday to Sunday between 08:00 and 18:00, at our Perth head office. You’ll work with regional teams and gain experience with enterprise-level systems.

Qualifications

• Excellent written and verbal communication across every channel.
• Confidence with IT systems and ability to pick things up quickly.
• Strong literacy and numeracy; interpreting information daily.
• Previous experience in a customer-facing role is beneficial.
• Calm, empathetic and solutions-focused under pressure.

Responsibilities

• Handle calls, webchat, email, SMS and social media as the voice of Stagecoach.
• Resolve customer queries and complaints with empathy and problem-solving.
• Identify patterns in interactions to drive service improvements.
• Collaborate with regional operations teams to support customers.
• Maintain a customer-first approach and track interactions in systems.

Skills

Communication skills

IT literacy

Literacy & numeracy

Customer-facing

Job description

Stagecoach Group Limited in Perth is seeking a Customer Engagement Assistant to be the voice across calls, webchat, email, SMS and social media. You’ll resolve complaints with empathy and help improve services for thousands of customers.

The role runs 37.5 hours per week on a rotating shift pattern, Monday to Sunday between 08:00 and 18:00, at our Perth head office. You’ll work with regional teams and gain experience with enterprise-level systems.