Customer Service Advisor

Stansted Airport

Job Details


Stansted Coach Station - Customer Services

Contract Type


Working Pattern

Full Time


£22461 per annum

Closing Date

29/05/2022 22:45

Join us on the Journey...


National Express Group is a leading public transport operator with bus, coach and rail services in the UK, Continental Europe, North Africa, North America and the Middle East. Passengers made 939 million journeys on our services in 2019.  

Our aim; to provide excellence in all that we do for National Express customers and keep everyone safe - if we can’t do it safely, we don’t do it. To do this we need the best people and strive to create an environment that motivates and develops our people.

We have a permanent full-time opportunity for a Customer Service Advisor to join our team at  Standsted Coach Station. This role will put you in the centre of the hustle and bustle of a busy transport environment, selling tickets in and around the outside of the station, answering customer queries and guiding them to their location and ensuring our high standards of health and safety are continually met.

The Customer Service Advisor is responsible for delivering exceptional customer service to all customers in line with the vision and values of National Express. The ideal candidate will show strong knowledge of our services and products and provides professional advice and assistance to all customers. They would use their own initiative to resolve customers enquiries, ensuring a positive outcome is achieved in line with the “NX Way”. You will work collaboratively with colleagues throughout the business acting as a role model and brand ambassador at all times.

Please note that interviews for this role will be ran through the month of May. 

What you'll do...

  • Consistently deliver an excellent standard of customer service at all times taking a proactive and positive approach to ensure customer satisfaction.
  • Promote and demonstrate the “NX Way” when dealing with customers enquiries adopting a customer focused approach at all times.
  • Effectively and accurately communicate information to customers and liaise with colleagues throughout the business regarding service updates and disruption.
  • Proactively look for opportunities to up-sell National Express services and products.
  • Provide support and assistance to customers, colleagues and driver teams.
  • Be fully competent in the use of the relevant ticketing and operational systems, processes and procedures necessary to fulfil the role.
  • Fully adhere to the Financial and Cash Policy.
  • Assist in the training and development of peers and promote DOH rules and maintain a safe working environment.
  • Ensure established safe working processes are adhered to at all times.
  • Promote a cohesive, empowered and engaged working environment.
  • Carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department.
  • Actively follow NEL policies including Drug and Alcohol and Equal Opportunities policies.

What you'll need...

  • English language skills.
  • Maths and English, GCSE level or equivalent.
  • Experience of front-line customer service in a fast paced environment.
  • Positive attitude to customer service and personal development.
  • Ability to work in a team or independently on your own initiative.
  • Good levels of health, stamina and fitness will be required as the environment is fast paced and work will involve standing and/or sitting for long periods of time.
  • The ability to work shift patterns including weekends and bank holidays. Occasional working overtime to meet business demands.

We offer a wide range of benefits such as... 

  • 22 days annual leave
  • Free Coach travel
  • Company pension
  • Employee Assistance programme
  • Variety of deals and discounts available through NX online portal
  • Endless opportunities for progression within the business!


Things to note...

National Express has a very high focus on health and safety and as a result operates a strict Drugs and Alcohol Policy which is applicable to all employees.

Drug and Alcohol testing is completed as part of the assessment process as well as random checks during employment according to the policy.



Your place in our world

Duty Manager
Customer Service Advisor