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Customer Service Advisor, Bristol, £19,920

Are you an experienced Customer Service Advisor looking for your next career move?

Uploaded 13 May 2022

Bristol Community Transport (BCT Connect) provides transport services for older and disabled people who have difficulty using public transport. We are committed to improving the social impact of our services, by reducing social isolation and loneliness among our service users, enabling them to attend events or participate in activities as well as access essential services. We also provide minibus hire for not-for-profit organisations, such as charities and community groups.

The customer service advisor’s role is to maximise the number of people who are able to use all of our transport services by providing excellent customer service in a swift, efficient and compassionate way. This includes logical and efficient scheduling.

Main duties

  • Scheduling Dial-a-Ride trips using TMS. (Transport Management System). Using the TMS for a variety of other tasks including allocating of vehicles to groups, and generating reports.
  • Responding to telephone calls and email requests, including but not limited to: booking requests, membership enquiries and general enquiries.
  • Call backs to selected customers to inform them of changes to journey times.
  • Liaising with representatives of community groups, BCT Connect drivers, volunteers and fleet support staff.Accurate data processing using BCT Connect bespoke software (the Transport Management System [TMS]).
  • Contributing to the production of weekly Key Performance Indicator (KPI) reports.
  • Administration support.
  • Maintaining up to date accurate records within the TMS.
  • Processing membership applications and renewals.
  • Processing purchase orders and invoices.
  • Preparing driver packs to include schedule, keys, fuel card and blue badge.
  • General office tasks such as filing, photocopying and correspondence, ensuring documentation is filed appropriately in accordance with the Data Protection Act and GDPR.
  • Maintaining our Social Media presence.
  • Collating and preparing Banking.
  • Liaising with engineering staff to coordinate pre planned and reactive maintenance.

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