Customer Service Advisor - Bristol


Job Details


Bristol Coach Station - Customer Services

Contract Type


Working Pattern

Full Time


£9.50per hour

Closing Date

17/10/2021 22:45

Customer Service Advisor

National Express Group PLC is a British multinational public transport company headquartered in Birmingham.  It operates bus and coach in the UK, North America, Germany, Ireland, Morocco, Spain, Switzerland and the Middle East.

Job Purpose

National Express is currently recruiting for a Customer Service Advisor role based in Bristol. This is a full time, permanent role, working 38 hours per week, working between the hours 0700am - 1900pm so full flexibility is required.

The Customer Service Advisor is responsible for delivering exceptional customer service to all customers in line with the vision and values of National Express.

You will show strong knowledge of our services and products and provides professional advice and assistance to all customers. The Customer Service Advisor uses their own initiative to resolve customers enquiries, ensuring a positive outcome are achieved in line with the “NX Way”. 

Also, you will be able to work collaboratively with colleagues throughout the business acting as a role model and brand ambassador at all times.


•    To consistently deliver an excellent standard of customer service at all times taking a proactive and positive approach to ensure customer satisfaction.
•    To promote and demonstrate the “NX Way” when dealing with customers enquiries adopting a customer focused approach at all times.
•    To effectively and accurately communicate information to customers and liaise with colleagues throughout the business regarding service updates and disruption.
•    To proactively look for opportunities to up-sell National Express services and products.
•    To provide support and assistance to customers, colleagues and driver teams.
•    To be fully competent in the use of the relevant ticketing and operational systems, processes and procedures necessary to fulfill the role.
•    To fully adhere to the Financial and Cash Policy.
•    To assist in the training and development of peers.
•    To promote DOH rules and maintain a safe working environment
•    To ensure established safe working processes are adhered to at all times.
•    To promote a cohesive, empowered and engaged working environment.
•    To 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.
•    The role requires the individual to actively follow NEL policies including Drug and Alcohol and Equal Opportunities policies
•    Should the role requirements and responsibilities change, then these will be reviewed and amended in consultation with the individual

Experience, Skills and Qualifications Required

•    Fluent English speaking with a good level of education including 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.

Additional Information:

  • Based in Bristol
  • Full time, permanent position
  • Working 38 hours a week, flexibility over 7 days. 
  • Working between the hours of 0700am – 1900pm. Must be flexible to work shift patterns to support the business needs.
  • Uniform will be provided.



Things To Note...

At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.

As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.

Your place in our world

Duty Manager
Customer Service Advisor - Bristol