Responsibilities
Managing driver daily shifts
Setting driver breaks and shift end times
Dealing with customer and driver enquiries via inbound calls, emails, text messages and our social media channels
Supporting our driving teams with any issues they may face
Act as the liaison between our passengers and drivers
Act as the point of contact for our local Depot teams
Handling, investigating and resolving queries and complaints across a wide range of issues as part of our world class customer service
Making decisions and correct outcomes, providing refunds/compensation as appropriate using our ‘Treating Customers Fairly’ policy
Working with the Customer Operations Manager and Product Owner to identify issues with our mapping tools and virtual bus stops
Monitoring customer accounts in line with our Terms and Conditions
Proactive monitoring of our network and keeping drivers and passengers informed of any delays or issues on the road
Supporting other areas of the team and wider business as required
Qualifications
Computer literate
Excellent Customer service skills
Previous experience in complaint handling would be beneficial
Independent working
Decision making
Organisational Skills
A high degree of confidentiality
The ability to manage own workload
Able to react and adapt quickly to changes and issues as they happen with a live service
At Arriva we acknowledge the importance of our people’s diverse experiences, talents, and cultures. Embracing diversity and inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.
