Customer Engagement Assistant

Job Purpose 

Customer Engagement Assistant

About the role

At Stagecoach, customer experience comes first. As a Customer Engagement Assistant, you’ll deliver outstanding service across voice and digital channels, making sure every customer feels heard, valued and supported. Using your people skills and our smart technology, you’ll focus on resolving issues first time, every time.

You’ll adapt to each customer’s needs, work closely with our regional teams, and spot trends that help improve how we do things. Your insight will help shape better experiences for future customers.

What you’ll do

• Deliver brilliant service across phone, email, SMS, and social media
• Handle both inbound and outbound customer contact
• Take ownership of customer queries and create personalised solutions, even when issues are complex
• Use clear, empathetic language to resolve issues quickly and prevent repeat contact
• Promote Stagecoach products and services where they add value
• Help customers move from voice to digital channels
• Build strong relationships with your team and regional operational centres
• Share customer insights and improvement ideas with your Team Leader
• Act as a role model for Stagecoach values and meet performance goals

Working pattern

• 37.5 hours per week
• Shifts between 08:00–18:00, Monday–Sunday
• 4-week rotating shift pattern (5 days out of 7)

What we’re looking for

You don’t need the “perfect” CV — we care most about your attitude and approach.

You’ll bring:

• A genuine passion for customer service
• Excellent communication skills across multiple channels
• Confidence using IT systems and learning new tools
• Experience in a customer-facing role (contact centre experience is a bonus)
• A collaborative mindset and respect for colleagues and customers

Why Stagecoach?

We’re committed to creating a workplace where people feel respected, supported and proud of the service they deliver. Everyone plays a part in making Stagecoach a great place to work — and a great experience for our customers.