Customer Service Assistant
Customer service assistants work in bus stations providing support to customers ranging from dealing with enquiries about fares, destinations and timetables to advising on and selling bus passes. They deal with customers both face-to-face and over the phone. Customer service assistants may also have to help passengers within the bus station, for example helping them to carry luggage.Customer service assistants will also deal with any issues that occur within the bus station. This could be anything from dealing with lost property or suspicious packages to handling antisocial behaviour. They may have to pass information to passengers, normally using a tannoy or public service announcement system.
The salary for customer service assistants can range from £12500 for new recruits, increasing to approximately £16500 based on experience.
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Working environment
Customer service assistants can spend their time either in an office, which may be accessible to the public and will also spend time on their feet moving around the bus station.They will normally wear a uniform so that they are easily recognised and may also have to wear a high visibility jacket while they are out and about at the station. While they are working outside or within the bus station, they may be subject to all weather conditions.
Most customer service assistants work shifts on a rota basis, which will include working early mornings, late evenings, weekends and bank holidays. Working hours are usually 35-40 hours a week.Go Back
Skills and interests
It is important for customer service assistants to be interested in meeting and interacting with a wide variety of people.Key skills for this role include:
- an understanding of the importance of good customer service
- confidence in communication
- ability to interact with people in a clear and concise manner
- ability to stay calm under pressure
- good organisation
- good memory (eg for destinations, bus numbers and timetables)Go Back
Entry into the role
Usually there are no formal entry qualifications needed to work as a customer service assistant, although most employers will expect applicants to have a sound standard of literacy and numeracy. Some experience of working in a customer service environment can be advantageous.Jobs are available in every part of the country, but most work is in larger towns and cities at bus stations. Jobs can be advertised in the local press or at employment agencies or organisations such as Jobcentre Plus. Some bus companies also use their own company website to advertise vacancies.
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Opportunities
Customer service assistants can progress their career to become customer service managers or to work in areas such as performance monitoring or operations management. Some Customer service assistants also go on to become drivers, gaining their licence and certificate of professional competence.Customer service assistants can achieve industry related qualifications including:
- City and Guilds Level 2 Award in Welcome Host (Customer Service)
- EDI Level 2 NVQ in Road Passenger Transport Operations
- EDI Level 2 Certificate in Road Passenger Transport.Go Back
Useful links
- Arriva
- First UK Bus
- GoAhead
- National Express
- Stagecoach
- Confederation of Passenger Transport
- Translink
- Route One (magazine)
- Bus & Coach Professional (magazine)
- Coach and Bus Monthly (magazine)