Responsibilities

• Responding to Customer Feedback and Complaints: Address customer feedback and complaints promptly, demonstrating empathy and professionalism in your responses, whether through email, CX software, social media, or live chat. Resolve issues effectively and maintain a high standard of customer service.
• Communicating Delays and Service Changes: Utilise Twitter and Live Departure Screens to communicate any delays, cancellations, or service changes, such as river disruptions and Thames Barrier closures, ensuring passengers are well-informed.
• Answering Inbound Calls: Answer incoming calls knowledgeably, handling general inquiries, and providing appropriate responses. Ensure consistent and high customer service standards in phone interactions.
• Managing Postal Logistics: Efficiently handle inbound and outgoing post, coordinate courier services, and maintain organised postal collections. Ensure the secure distribution of received and external post.
• Providing Administrative Support: Offer accurate administrative support to various departments as required. Assist with tasks such as setting up meeting rooms and ordering catering.
• Office Supplies and Petty Cash: Manage office supplies, stationery, and consumables, keeping storage organised. Handle the company's petty cash facility in line with policy.
• Updating Databases: Maintain and update administrative databases, including group booking records and lost property logs, ensuring accuracy and thoroughness.
• Supporting Social Media Strategy: Contribute to the execution of the social media strategy by responding to queries, complaints, and compliments on platforms like Twitter, Facebook, Instagram, Trust Pilot, and TripAdvisor.
• Assisting with Administrative Tasks: Support the office with various administrative duties such as photocopying, filing, travel bookings, word processing, printing, and more, as needed.
• Assisting Business Manager and CEO's EA: Collaborate with the Business Manager and Executive Assistant to the CEO by assisting with tasks like raising purchase orders, compiling meeting agendas, and formatting documents.

Requirements

• Excellent Communication Skills: Strong verbal and written communication skills are essential for building positive relationships both within the organisation and with customers. Effective communication fosters understanding and trust.
• PC Literacy: Proficiency in PC usage and software, including MS Office, is important for efficiently carrying out various administrative tasks, document management, and data analysis.
• Organized and Detail-Oriented: An organised approach and attention to detail are critical for managing administrative tasks, databases, and customer communications. Prioritisation skills ensure that essential tasks are addressed promptly.
• Experience with Customer Communications: Having experience with handling a high volume of customer inquiries, whether in person or virtually, equips you to address customer needs effectively and resolve issues.
• Full-Time Commitment: The ability to work full-time at the defined location ensures consistent availability to support customers and perform administrative duties.
• Adaptability and 'Hands On' Approach: A willingness to adapt to changing service demands and take a proactive, hands-on approach is valuable for maintaining a high level of service quality.
• Team Player: Collaborative and positive teamwork is essential for achieving common goals and maintaining a harmonious work environment.
• Autonomous Worker: The capacity to work independently and take initiative in solving problems and managing tasks is valuable in an administrative role, especially when addressing customer inquiries and resolving issues.
• Passion for Communication: A genuine passion for communicating with others, whether internally or externally, can enhance customer interactions and contribute to a positive work atmosphere.
• Committed to Excellence: A commitment to continual improvement and a desire to exceed standards can drive better performance, customer satisfaction, and overall success in the role.

Preferred

• Public transport sector knowledge
• Prior experience with Zendesk, Twitter(X), Facebook and Instagram or similar customer service software
• A*-C English Literature/Language A-Level (or equivalent)