Customer Service Advisor

Salary £15,600 per annum • Kidderminster Depot

Diamond Bus Ltd are looking to recruit an enthusiastic Customer Service Advisor for our Kidderminster Depot.

The role deals with customer queries and complaints from receipt to resolution. This includes liaising with our four operating centres to investigate and resolve customer communication.

The successful candidate will be required to gain an in-depth knowledge of our network of services, products, systems and procedures.

Key Responsibilities

  • To receive and log all phone calls, email and social media complaints.
  • To handle all calls professionally, investigating thoroughly and promptly, using all resources available to ensure effective resolutions.
  • Ensure any written communication is accurate and is suitably tailored to the individual circumstances.
  • Ensure any complaints are investigated and managed effectively by local depots.
  • Using our complaints system, to analyse complaints patterns and report to senior managers through regular meetings.
  • Collate Key performance indicators for weekly operations meetings and assume minute taking responsibility.
  • Updating and maintaining staff personnel records.
  • Liaising with local authorises regarding complaints and service disruptions.
  • Updating social media with any relevant information, as part of the social media role you will be expected to monitor activity and engagement on social media.
  • Undertake additional activities as required; this may include helping with service delivery and ticketing enquiries, attending public events and meetings.
  • Assisting the depot staff with day to day activities such as service compliance, service delivery.


Skills / Knowledge / Experience

  • Ability to demonstrate at least 1 year experience of working within a fast-paced Customer Service environment, including complete ownership of customer service issues from first contact to absolute resolution.
  • The capability to resolve complaints promptly and professionally.
  • Strong communication skills, both over the telephone and in written correspondence.
  • Computer literate with a good knowledge of Microsoft packages, particularly Microsoft Excel
  • Be a team player and willing to learn new skills
  • Self-motivated, resilient and determined.
  • Must have car licence as you will be required to obtain your PCV funded by the company.


Interested candidates should apply in writing with your CV and covering letter, to Aaron McDonough (Senior Supervisor), Diamond Bus Ltd, Island Drive, Kidderminster, DY10 1EZ.

Closing date: Friday 7th July 2017