Job Description

Location: Victoria Coach Station

\xc2\xa331,114

The closing date for applications is Friday 8th September 2023 @ 23:59 hours

Using your highly developed customer service skills you\xe2\x80\x99ll be delivering a high profile service and support, primarily to the traveling public, providing excellent customer service and ensuring that all business objectives are met.

Working rotational shifts to provide a facility for customer\'s to deposit their luggage. To provide information on coach services by providing a meet and greet service within the sales area . Subject to necessary training to offer adhoc coverage in the ticket sales area and amendments service to passengers on behalf of coach operators.

Key Accountabilities

• To ensure that all left luggage deposits are securely and safely stored - through the use of security detection equipment - and can be accounted for at all times in accordance with TfL and VCS procedures.
• To provide a personal service in receiving and returning items of left luggage from/to members of the public.
• Provide assistance to customers in the ticket hall who wish to purchase tickets from machines and provide a meet and greet for information within the Sales area.
• To account for cash, debit/credit card payments and other financial documents (e.g. coupons) in accordance with VCS Shorts and Overs procedure and coach operators\xe2\x80\x99 guidelines.
• Carry out a range of administrative tasks when required to assist with accounting for shorts and overs, ticket stocks and stationary items are replenished.
• To make reservations for a range of coach operators and specialist travel related products through the use of computer and paper based ticketing systems in line with VCS fair trading procedures.
• As required, and in accordance with day to day operations, be available to staff the enquiry desks and provide roving patrols to offer information related to coach services, facilities at the Coach Station and general enquires about onward public transport travel in London, the UK and abroad in line VCS local fair trading procedures.

Skills

• Well practised, demonstrable communication skills, both oral and written,
• Proficient in the use of Microsoft Office products including Outlook, Word and Excel.
• Excellent customer service skills in a busy frontline environment.
• The ability to manage difficult conversations.
• Motivation to achieve quality results and to seek continual improvement.
• Good financial understanding and a meticulous approach to the completion of paperwork, and to the security of monies. (Essential)

Knowledge

• Education to GCSE or equivalent (Desirable)
• Practical Knowledge of the VCS operating model and revenue generation (Desirable)
• Knowledge of coach services operating from Victoria Coach Station.
• An understanding of coach operators ticketing procedures (Desirable)
• A conscientious approach to completion of tickets and paperwork and the accounting for cash and monetary documents. (Essential)
• An understanding of manual handling procedures and other applicable Health and Safety requirements. (Desirable)

Experience

• Experience of working in a frontline customer service environment (Essential)
• Experience of handling cash and other forms of payment (Essential)
• Manual Handling Experience (Essential)

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process

Please apply using your CV and a two page covering letter. Word format (.docx) stating how your skills, knowledge and experience match the position. Please do not include any photographs or images.

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

\xc2\xb7 Final salary pension scheme

\xc2\xb7 Free travel for you on the TfL network

\xc2\xb7 Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket

\xc2\xb7 30 days annual leave plus public and bank holidays

\xc2\xb7 Private healthcare discounted scheme (optional)

\xc2\xb7 Tax-efficient cycle-to-work programme

\xc2\xb7 Retail, health, leisure and travel offers

\xc2\xb7 Discounted Eurostar travel

Transport for London