We are looking for a Customer Experience Supervisor to join our team at Wakefield Bus Station. This is a key frontline role where you will lead by example to deliver a safe, welcoming and customer-focused environment, ensuring every customer receives a prompt, professional and positive experience. You will play a vital part in managing day-to-day service delivery, supporting Driver Managers, and responding effectively to customer needs and service challenges in a fast-paced operational setting.
If you are a confident, calm and customer-centric individual with strong communication and complaint-handling skills, who can make sound decisions in a fast-paced environment, we want to hear from you!
You will be visible, proactive and detail-focused, with a genuine commitment to safety, service excellence and continuous improvement.
Key responsibilities
Act as the first point of contact for customers needing assistance within the Bus Station (in person)
Respond to customer enquiries and resolve customer complaints in person and at the point of contact (first time resolution)
Update customers on bus stand changes – in person and via the PA
Update service disruption (digitally) – training to be provided
On occasion, board customers onto a bus (on stand), taking payment so the bus is ready to depart when driver is available
Lead the driver managers in the Bus Station ensuring the decisions being made re services work for both drivers and customers to ensure optimal customer service
Liaise with other departments where complex issues require their assistance
Be fully aware of all on road incidents and keep both operational Teams and customers aware
Attend WYCA meetings to discuss station progression
Maintain our high standards of customer service and the health and wellbeing of all bus station users.
You will conduct health and safety checks and provide a visual presence to maintain customer confidence.
Monitor, record and address any issues of concern with the condition of the facilities, unsafe actions of bus drivers, contractors or customers and
identify anything that might undermine the customer experience
Be proactive in identifying changes to improve the interface and service to our customers and advise the Driver Manager of any suggestions
Proactively identify customer needs, as well as provide customer
information upon request
Ensure information on public transport is up to date.
Person specification
This role requires:
Experience in Customer Service and Complaint Handling
Excellent communication skills both written and verbal
Ability to provide excellent customer service in line with the organisational vision and service values
Ability to handle complaints and difficult situations in a calm, patient and effective manner
Excellent interpersonal skills, able to have difficult conversations in a calm and supportive manner with internal teams as well as customers
Excellent attention to detail
Adherence to the Company’s Life Saving Rules
PCV Licence desired but no essential
Additional information
As an employee you have a responsibility to co-operate with managers in ensuring that the workplace is safe for everyone by taking reasonable care not to do anything that might endanger you or others, either through your actions or lack of action, and never to act in a way that causes either you or Arriva to be in breach of the law. You are expected to consider, and take account of, the potential hazards and risks in everything you do whilst you are at work. Detailed H&S Responsibilities are published in the Arriva HS&E Management System.
Corporate Social Responsibility – Uphold, safeguard and promote the reputation and values of the organisation throughout all internal and external business relationships and activities.
Diversity – Be an ambassador for, promote and implement the Diversity Policy at all times.
Our aim is to deliver a smart, friendly, visible, customer-centric service to all bus operators and bus station users.
This job description sets out the main duties and responsibilities of the jobholder. It does not constitute an exhaustive or comprehensive description of duties, and the job holder will be required to carry out any additional tasks as and when requested to do so by their manager. Responsibilities and duties may also change in light of future business needs and personal development.