Retail Sales Consultant at Telstra providing exceptional customer service and guidance on tech solutions. Collaborating with team to meet sales targets and enhance customer experience.
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Hybrid Customer Support Representative
Posted 5 months ago
About the role
- Customer Support Representative handling inquiries and support for Vectare’s school bus services. Coordinating real-time operations, ensuring clear communication and maintaining service quality throughout.
Responsibilities
- Vectare is looking for a proactive, empathetic, and customer-focused individual to join our **Customer Services Team** based at our Loughborough Head Office. As a key member of the team, you’ll play a vital role in delivering an outstanding experience to parents and schools who rely on our school bus services.
- This is a fast-paced, varied role that combines reactive and proactive communication, ensuring every customer receives timely, accurate, and friendly support via phone and email. You’ll be a central point of contact during live service hours, helping to manage real-time operational updates, resolve issues efficiently, and keep parents informed and reassured.
- You’ll work closely with a collaborative and supportive team, managed by our Operations Lead, and contribute directly to the smooth running of our nationwide school transport network. Typical shifts are 07:00 – 15:00 and 11:00 – 19:00, providing cover during key school travel times.
- Key responsibilities
- Serve as the primary point of contact for parents and guardians utilizing our school transportation services, offering professional support via phone and email.
- Deliver real-time operational support during live school bus operations, ensuring clear and timely communication between parents, drivers, and schools.
- Monitor service performance, respond to delays or disruptions, and keep customers proactively updated.
- Accurately record customer interactions, queries, and resolutions within Vectare’s internal systems.
- Collaborate with colleagues across the Operations and Technology teams to resolve complex or recurring issues.
- Identify opportunities to improve processes and enhance the overall customer experience.
- Uphold Vectare’s high standards of professionalism, empathy, and attention to detail in every interaction.
Requirements
- **Experience & Skills**
- Previous experience in a customer service, operations, or transport support role is preferred.
- Excellent written and verbal communication skills, with a confident, friendly, and professional manner.
- Comfortable using technology, with the ability to learn new systems quickly.
- Calm and organised under pressure, able to manage multiple priorities in a live operational environment.
- A strong team player with solid problem-solving skills and a proactive, solutions-oriented approach.
- **Personal Attributes**
- Reliable, punctual, and flexible to work early and late shifts.
- Empathetic and customer-centric, with a genuine desire to help others.
- Trustworthy and able to handle confidential information with discretion.
- Positive, adaptable, and eager to contribute to a growing, innovative company.
Benefits
- Base salary is based on experience, and performance bonuses are based on KPIs.
- Monthly Health & Wellness Allowance
- Office lunch & team socials
- Professional Development opportunities
- Unlimited book budget.
- Additional benefits such as a pension and 25 days' holiday also apply.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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