Join Our Customer Experience Team – Make a Difference Every Day Are you passionate about people and thrive in a fast-paced environment? Our Customer Experience Team is looking for someone just like you This role is challenging, but for the right person, it’s incredibly rewarding. We put our customers at the heart of everything we do, ensuring every journey with us is a positive one. That’s why we need a friendly, proactive, and customer-focused individual who is committed to delivering exceptional service. If you love engaging with people and have a natural ability to create great experiences, we’d love to hear from you. Join us and be part of a team that truly makes a difference You’ll be at the heart of helping residents and visitors navigate Blackpool and the Fylde Coast. Your role will be varied, engaging, and rewarding, as you: Support Customers Across Multiple Channels – Whether it’s via email, telephone, or live chat, you’ll be handling customer queries and resolving complaints efficiently and professionally. Be the Voice of the Customer – You’ll gather valuable feedback and share insights with other departments to help improve our services. Engage Face-to-Face – Whether at bus and tram stops, Blackpool’s bustling train station, or within the community, you’ll provide hands-on support where it matters most. Thrive in Blackpool’s Busiest Seasons – From the vibrant summer months to the dazzling Illuminations period, you’ll play a key role in ensuring smooth journeys and great customer experiences, whether in person or over the phone. The successful candidate will work 16 hours per week, Monday to Friday. Days of work to be discussed at Interview. Actively listen to and understand our customer needs and respond to all customer contacts in a friendly, helpful and professional manner, over the telephone and using a variety of other communication channels. Support customers to use our digital products confidently. Manage customer lost property, focusing on reuniting the property with the owner. Proactively identify community and stakeholder engagement opportunities, to promote Blackpool Transport. Support customers to understand operational procedures in relation to customer queries. Communicate news and updates to customers using our digital platforms. Identify and report customer trends and communicate these appropriately between BTS departments to ensure two-way communication and fostering positive working relationships. Sell tickets in line with company procedures to grow the company's revenue in locations agreed by management. Carry out such tasks as may reasonably be required by the department leader or other members of the management team. In the skills, knowledge and experience section of your application Please include reference to the specific skills and experience which will enable you to excel in a customer-focused role as well as outlining any experience in handling and resolving customer complaints. 1. Education/Qualifications/Knowledge · Competent in navigating Microsoft software · Customer Service qualification at NVQ2 · NVQ Level 2 in literacy and numeracy or equivalent E D D 2. Experience · Working in a busy customer focused role · Working in a call handling environment · Responding to customers via different communication channels · Communicating with customers from a diverse range of backgrounds · Retail sales experience · Cash handling experience E E E E D D 3. Aptitudes and Skills · Able to deliver an excellent standard of customer service · Excellent verbal and written communication skills · Able to learn and operate different IT systems and digital platforms · Positive and proactive team member · Able to assess priorities and change focus quickly E E E E E 4. Personal Attributes · Customer focused in every aspect of service delivery · A proactive and enthusiastic customer champion · Friendly and approachable. · Helpful and positive attitude. · Flexible and adaptable attitude to working practices and demands · Proactive approach to continuous personal development · Highly professional – Demonstrate role model behaviours to all colleagues, customers and stakeholders E E E E E E E