Customer Services Team Leader


Job Details


NEAT Aston - Customer Services

Contract Type


Working Pattern

Full Time


Up to £27,000 per annum

Closing Date

20/02/2023 23:45

Join us on the Journey...

National Express are recruiting for a Education Services Team Leader, based in Aston. The successful candidate will ensure that we provide a high standard of service for all Home to School services, whilst ensuring that we remain compliant with regards to appropriate regulations, company policy and contractual commitments.

What you'll do:

  • Develop personal development programmes for each team member that will enable them to progress, reviewing progress on a monthly basis. 
  • Ensure the highest level of productivity is achieved within the team by continually monitoring effectiveness Provide clear and effective feedback to team members whilst encouraging and inspiring ideas that will keep staff fully engaged, informed, committed, motivated and capable of meeting their objectives. 
  • Evaluate processes, procedures and operational efficiency within your area of responsibility on an on-going basis to improve levels of service. Ensure your team is up to date with new systems, products and procedures providing technical and in depth knowledge to support the team, as required.
  • Respond to high level escalated contacts and incidents in a timely and professional manner, via verbal or written communications, to avoid adverse publicity.
  • Oversee the provision of a consistently high standard of service to make sure that we are meeting contract standards.
  • Continually monitor and control all staff performance in line with company procedures, providing clear direction, guidance and support of a consistent and reliable nature, empowering staff to make decisions where appropriate. 
  • Take responsibility for identification of the root cause of complaints and endeavour to fix the problem at the first opportunity, liaising with the Ops and Engineering teams, parents and the relevant local authority. 
  • Ensure managing attendance procedures are adopted when dealing with staff absenteeism to ensure a fair and consistent approach is used and the level of sickness is minimised. 
  • Communicate effectively with peers and other departments, internally and externally to develop relationships and share best practice. 
  • Ensure all reports, statistical and administration requests are met in a timely, relevant and accurate manner. 
  • Effectively escalate all safety and safeguarding issues and or concerns timely. Making sure established processes are followed.
  • Own the risk management of all wheelchair and buggy assessments, including pupil assessments for harnesses and boosters. Ensuring that all equipment is fit for purpose, regularly checked and maintained and that a log is kept of all equipment and which pupil it is for.
  • Visit Schools that we serve on a regular basis, maintaining relationships with key stakeholders and ensuring that arrivals and departures are monitored to ensure a safe operation.
  • Understand the contracts that we have with all Local Authorities and make sure that we are delivering on them.
  • Keep abreast of developments within the Home to School transportation market and maintain full awareness of any changes in relevant regulations. 

What you'll need:

  • Strong customer service skills
  • Numerate, excellent communication skills, IT literate
  • Professional, flexible and proactive approach to work. 
  • Experience of working with stakeholders both internally and externally
  • Experience of managing a team



Your place in our world

Customer Liaison Manager
Customer Services Team Leader