Travel Advisor

Lothian Buses; City of Edinburgh; On-site; GBP 40,000 - 60,000; Full time

Job summary

Lothian Buses is seeking Travel Advisors to enhance customer experiences in their travel hubs. You’ll handle customer inquiries, provide travel information, and maintain excellent service standards. Offering a competitive hourly rate, this role is perfect for those who excel in customer service and enjoy a dynamic work environment.

Benefits

Staff Ridacard - travel free on buses and trams

Full uniform provided

Employee Assistance Programme

Employee benefits, discounts and rewards

Good work/life balance

Qualifications

• Understand and anticipate customer needs.
• Effective communication skills.
• Experience with cash handling.

Responsibilities

• Provide clear information on products and ticketing options.
• Handle customer interactions professionally.
• Manage cash transactions accurately.

Skills

Customer Service

Communication

Technology Proficient

Attention to Detail

Team Player

Cash Handling Experience

Job description

We are looking for Travel Advisors, based in our city centre Travel Hubs, to deliver a first-class end to end customer experience whilst maintaining the highest levels of customer satisfaction. You will maximise each interaction with customers by combining excellent sales service and product knowledge with onward travel information on a range of products including the Lothian tourism portfolio and wider city connections.

Main Duties and Responsibilities:

• As an ambassador you will optimise each customer interaction and foster brand loyalty
• When working within the Travel Hubs - Shandwick and Waverley, you will be proactive in welcoming customers and dealing with their needs in a professional manner
• You will be responsible for providing our customers with clear and correct product information and service so that they have an excellent customer experience
• You will advise the best option of ticket(s) available to our customers - individual and/or groups
• You will be expected to maintain a high level of knowledge of the whole Lothian network and proactively make recommendations to customers to suit their travel needs
• When working at till points, you will be responsible for your cash float, ensuring all cash/cheque and credit transactions are processed correctly, comparing all takings with your sales, completing the appropriate paperwork and ensuring safe deposit of all monies. You will also be responsible for any discrepancies which arise
• You will also assist customers at key city centre locations with ticket and route information
• Assist with lost property enquiries and facilitate the return of claimed items
• Deal with customer comments as necessary, using the online process to submit to Customer Support team
• You will be required to maintain the Information areas, e.g. refill leaflets as required, ensuring the area is clean, clear and presentable at all times.
• Build and maintain good working relationships with your colleagues.
• Be punctual, to be ready to start on time in your allocated location
• Uniform requirements to be met at all times, including visibility of your name badge.
• You may need to carry out your role from a different location as required
  
  

Essential skills and tools:

• Understands, anticipates and delivers the customer needs and expectations.
• Able to communicate effectively - active listening to ensure understanding of requirements.
• Helpful and friendly to ensure you create an excellent customer experience.
• Be technology proficient to support customer needs - eg use iPads, Mtickets, Contactless Payments
• Has great attention to detail, accuracy when dealing with money and follows due process.
• Ability to assess risks, prioritise actions and solve problems logically and safely.
• Displays high standard of personal appearance, tidiness and timekeeping.
• Be an excellent team player
• Cash handling experience
  
  

Desirable:

• Previous experience of the bus or transport industry
• Can speak a second language
  
  

What we will offer you:

• Hourly rate of £12.60
• 37.5 hours per week
• Staff Ridacard - travel free all year on our buses and Edinburgh Trams
• Full uniform is provided
• Employee Assistance Programme
• Employee benefits, discounts and rewards
• Good work/life balance
  
  

If this sounds like the kind of place you belong, reach out to us now. Send a covering letter and CV to apply no later than Friday 20th June 2025.