Big Bus Tours is the world’s largest privately owned open-top bus tour company, present in 28 famous cities including London, Dubai, Paris, New York & Singapore – along with a few you might not expect. The Customer department at Big Bus Tours is a small team with a wide remit. They look after Big Bus’s online reputation, the global frontline customer service training program, Audio Experiences (the content our customers listen to on the bus), as well customer service with our outsourced team we call the Hub. The Hub handles inbound queries and complaints from Big Bus customers via email and chat, responds to reviews, sells tickets, monitors some of our socials, and performs various processes for the in-city and central support teams at Big Bus.
Your role in the Customer team will be supporting our Hub agents, maintaining our ticketing, knowledgebase and AI systems, reporting on the department, suggesting and implementing process improvements, and stepping in and arranging service recovery in cases where we have really got it wrong. We’ll call on you to contribute to a range of tasks from projects to administration. Quick thinking, top communication and impressive computer skills will be critical to your success; you will be helping improve our performance towards KPIs and contributing to Customer Satisfaction at Big Bus Tours as a whole.
Customer SpecialistWorking Pattern : 2 days in the office and remainder at home, subject to change in the future
Support the Customer team in delivering the global Customer strategy in partnership with the Hub, in-city teams, and Central Support OfficeUncover unmet customer needs & frustrations (actionable insights) in operational delivery and continuously identify ways to reduce the number of customer interactions, complaints and refunds through in-city operationsEnsure customer interactions across multiple channels including chat, email, and social are aligned with the brand values of Big Bus ToursIn collaboration with third party suppliers, identify and manage customer service training plans and supporting documentationMaintain and improve the Hub’s internal KnowledgebaseContinuously review and refine customer service processes & standard operating procedures, delivering efficiencies and cost savingsEnsure consistent and effective communication between in-city operations, the Hub, Central Support Office, and Big Bus customersIdentify and proactively manage escalated enquiries from the Hub to in-city teams through to successful customer recovery
Become a Freshworks product expert, leveraging functionality of the helpdesk software to the benefit of the Hub and customersOwn our AI Virtual Assistant, ensuring it is up to date with the latest global operational changesCombine NPS & VoC data into reportsCollaboration with the eCommerce team to enhance interactivity between Customer systems and CRM
On-the-job or formal education in customer services business specialism preferredFlexibility to work the hours required for business needs and to travel in the UK and overseasExperience working with customer service teams or contact centres desirable
Technical : You have excellent IT skills, highly proficient in Excel and Microsoft Office suiteAnalytical: You are effective in seeking and presenting pertinent data, and identifying possible causes of problemsSelf-Motivated: You can identify what needs doing, and complete tasks without close supervisionCreative : You want to develop new approaches and drive continuous improvementWe are proud to offer all our colleagues a competitive benefits package ( pro-rata for part time), which includes:~25 Days Holiday + Bank Holidays, Increasing to 30 with L.O.Employee Assistance Programme~ Performance Bonus Scheme~ Enhanced Maternity & Paternity Pay~ Aviva DigiCare+ (Remote GP & 2 Medical Opinion)~ Death in Service~ Cycle to Work~ Complimentary Big Bus Tickets~ Merlin Attractions Discounts~5% Employer Pension Contribution~ Sick Pay Scheme~ Season Ticket Loans~ Employee Referral Scheme…