Customer services officer
Company
Location
Leicester, England, United Kingdom
Posted At
3/11/2025
Advertise with us by contacting: [email protected]
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Description
Full-time / 37 Hours Per Week / Permanent
Do you have strong customer service skills and thrive in a pressure-driven environment?
Both the Haymarket and St Margarets bus stations are busy environments with over 1700 buses departing every day, nearly 100,000 passengers a week passing through and the Customer Services Officers directly helping over 3000 people a week.
This is a fantastic opportunity for a Customer Service Officer to join our team. Reporting to the Bus Station Manager and Senior Customer Service Officer, youll be a valued member of the team working on the bus stations and alongside the cleaning team. Your primary duty is to ensure the safety of all using the station as well as provide impartial travel advice to the public, take complaints and deal with any incidents either as a first aider, defusing situations or calling emergency services. Whilst every day is the same, every day is also different.
Based at Haymarket Bus Station, youll be required to work across both sites, on a rota basis between the hours of 7am and 10:30pm, 7 days a week.
What Youll Be Doing
Youll ensure the bus station is running efficiently and safely by completing daily health and safety checks, and service information is readily available and up to date. Youll deal with people professionally to increase patronage and the passenger experience. At times, youll deal with first aid instances such as hypothermia in the winter, vehicle accidents, anti-social behaviour around drug and alcohol abuse, as well as homelessness. Youll manage a huge range of varied tasks such as lost property, replacing timetables and dealing with service cancelations. Youll work in some difficult situations, and on occasion as the only senior officer on site, youll be required to make appropriate decisions. As a trained first aider and a fire marshal, youll complete fire alarm and emergency light testing.
What Youll Need
With experience working in a customer service environment, youll have proficient IT skills with experience of using computers to extract information. Youll have excellent communication skills and show resilience when dealing with potentially difficult or distressed customers and emergency situations. Youll be able to respond to daily emails and queries, write incident reports, ensure all key information is recorded accurately, as well as read timetables and confidently explain these to customers. As an independent decision maker, youll manage your own workload, use your own initiative, and positively respond to the unexpected.
What We Can Offer You
As well as the satisfaction of helping to improve thousands of lives across Leicester, you can look forward to a work environment that encourages a healthy work/life balance. Youll enjoy generous annual leave, membership of the Local Government Pension Scheme and the option of flexible working. Well also give you the chance to develop your skills and expertise with a variety of training and development opportunities. In addition, you can choose from a number of flexible benefits, including discounts on city buses and trains. For an illustrative value of your benefits package, take a look at our benefits calculator.
Join us
Were committed to recruiting a diverse and highly-talented workforce as we continue to build a council that is fitting and representative of our great city. Thats why weve designed our recruitment process to put you at your ease, make you feel welcome and bring the best out of you. Well do all we can to make our recruitment process as fair as possible. To help you with your application, take a look at the our approach to recruitment page.
For an informal discussion about this post, please contact: Amita Miles at
Interviews / Assessments will take place week commencing 24th of March
Do you have strong customer service skills and thrive in a pressure-driven environment?
Both the Haymarket and St Margarets bus stations are busy environments with over 1700 buses departing every day, nearly 100,000 passengers a week passing through and the Customer Services Officers directly helping over 3000 people a week.
This is a fantastic opportunity for a Customer Service Officer to join our team. Reporting to the Bus Station Manager and Senior Customer Service Officer, youll be a valued member of the team working on the bus stations and alongside the cleaning team. Your primary duty is to ensure the safety of all using the station as well as provide impartial travel advice to the public, take complaints and deal with any incidents either as a first aider, defusing situations or calling emergency services. Whilst every day is the same, every day is also different.
Based at Haymarket Bus Station, youll be required to work across both sites, on a rota basis between the hours of 7am and 10:30pm, 7 days a week.
What Youll Be Doing
Youll ensure the bus station is running efficiently and safely by completing daily health and safety checks, and service information is readily available and up to date. Youll deal with people professionally to increase patronage and the passenger experience. At times, youll deal with first aid instances such as hypothermia in the winter, vehicle accidents, anti-social behaviour around drug and alcohol abuse, as well as homelessness. Youll manage a huge range of varied tasks such as lost property, replacing timetables and dealing with service cancelations. Youll work in some difficult situations, and on occasion as the only senior officer on site, youll be required to make appropriate decisions. As a trained first aider and a fire marshal, youll complete fire alarm and emergency light testing.
What Youll Need
With experience working in a customer service environment, youll have proficient IT skills with experience of using computers to extract information. Youll have excellent communication skills and show resilience when dealing with potentially difficult or distressed customers and emergency situations. Youll be able to respond to daily emails and queries, write incident reports, ensure all key information is recorded accurately, as well as read timetables and confidently explain these to customers. As an independent decision maker, youll manage your own workload, use your own initiative, and positively respond to the unexpected.
What We Can Offer You
As well as the satisfaction of helping to improve thousands of lives across Leicester, you can look forward to a work environment that encourages a healthy work/life balance. Youll enjoy generous annual leave, membership of the Local Government Pension Scheme and the option of flexible working. Well also give you the chance to develop your skills and expertise with a variety of training and development opportunities. In addition, you can choose from a number of flexible benefits, including discounts on city buses and trains. For an illustrative value of your benefits package, take a look at our benefits calculator.
Join us
Were committed to recruiting a diverse and highly-talented workforce as we continue to build a council that is fitting and representative of our great city. Thats why weve designed our recruitment process to put you at your ease, make you feel welcome and bring the best out of you. Well do all we can to make our recruitment process as fair as possible. To help you with your application, take a look at the our approach to recruitment page.
For an informal discussion about this post, please contact: Amita Miles at
Interviews / Assessments will take place week commencing 24th of March
Advertise with us by contacting: [email protected]
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