Vacancies

Company : Kildare Local Transport Link Ltd t/a TFI Local Link Kildare South Dublin

Position : Services Support Officer – Customer Support

Reporting to: Deputy Manager

Location of Post : Level 7, Aras Chill Dara, Devoy Park, Naas, Co. Kildare. Blended working options are facilitated.

Salary: €27,896 – €43,265.

Tenure : Full Time – 35 Hours per week. Permanent Contract (subject to Government Funding).

Staff Members of Kildare Local Transport Link CLG are expected to be:

• Ethical.
• Excellent Communicators.
• Committed to passenger service.
• Professionally competent.
• Focused on solutions.
• Team players.

Summary of Role & Person;

The Services Support Officer – Customer Support will play a key role in communicating and engaging with our passengers. This role will require an ability to interface effectively with members of the public on matters such as service delay and disruptions. Additionally, providing information relating to timetables, pick up points and locations will be critical in creating confidence and assurances to both current and perspective users. Reporting directly to the Deputy Manager whilst working as part of the operations team will be key to ensuring open and competent lines of communications are provided and maintained to both service users and contracted commercial bus operators.

Key Activities

1. Ensuring that all customer/passenger queries are dealt with in an efficient, pleasant and professional manner.
2. Promptly and professionally respond to passenger service requests to assure timely and efficient services.
3. Communicating with Customers and Operators in a professional, courteous and friendly manner that ensures that dispatch, reporting and scheduling duties associated with the delivery of local transport services are delivered to a high standard.
4. Work closely with internal and external team members to maintain a strong online media presence and to provide regular, accurate, and updated passenger information via a variety of promotional platforms. This will also include ensuring all feedback from passengers is clearly communicated to the operations team, management team, and where necessary directly to the contracted operators.
5. Input DATA on a daily and weekly basis for all role related Transport Services including fares, mileage and passenger information to the relevant control, reporting systems and spreadsheets.
6. Ensuring all passenger engagements are conducted in full compliance of all relevant DATA Protection legislation and GDPR
7. Provide Cover for Operations personnel on occasions of absence or leave.
8. Availability on a rostered basis to remotely provide/update social media notifications for service disruptions out of hours

Essential Requirements:

• Have a minimum of 3 years-experience in the Transport or Mobility or Customer Support/Operations environment, or possess a Post Leaving Certificate Qualification in a related subject such as PR and Digital Marketing, or Business Studies, or Office IT Skills.
• Strong evidence of IT/Computer skills, with preferred use of the Microsoft Office suite of products.
• Proven experience of problem solving and developing positive customer outcomes
• Ability to work as part of a small closely knit team whilst also possessing the ability to work under their own initiative.
• Ability to complete administrative tasks to a high standard where accuracy and attention to detail is important.