Customer Service Advisor - SZC

About the role

We are seeking a motivated individual with strong customer service and interpersonal skills to join our dedicated customer service team. You will act as the primary point of contact for all travel and parking queries, ensuring clear and efficient communication for the Sizewell C workforce. Hours: 39hrs per week on a 4 week shift rotation, 5 days over 7 days between 04:00-19:00. Salary: £27,000.

Summary of benefits

• Pension - 5% contributory pension matched by us.
• Employee retail discount scheme.
• Free bus travel & significantly reduced rail travel for you & your family members.
• Life assurance.
• Health benefits.
• 24/7 Employee Assistance Programme.

Summary of role & main responsibilities

• Deliver the full induction process for all new SZC workforce members, explaining the overall transport strategy.
• Allocate appropriate transport solutions to workers and provide clear guidance on parking applications, transport eligibility, and allocation processes.
• Brief inductees on driving rules, correct use of park and ride sites, and worker codes of conduct.
• Provide each inductee with a detailed induction information pack, including up-to-date timetables, local bus and rail information, sustainable travel options, route guidance, and promotional car sharing materials.
• Act as a Customer Service Advisor onsite and within the main office/helpline team, ensuring all workforce members receive accurate, timely updates.
• Communicate all relevant updates regarding bus service routes, pick up points, car sharing promotions, road closures, delays, or service changes across multiple platforms.
• Serve as the main point of contact for all parking enquiries, including allocation updates and questions concerning parking enforcement across park and ride sites.
• Log all travel and parking related enquiries into the data management system, ensuring every case is investigated and responded to within agreed timelines.
• Conduct timely follow ups on all complaints, providing customers with clear, consistent updates within set response times.
• Handle complaints professionally via phone and written correspondence, following SPS service standards.
• Ensure complaint responses are accurate and detailed to support root cause analysis and continuous improvement activities.
• Liaise effectively with internal departments to resolve issues and ensure actions are delivered within time frames and communicated appropriately.
• Provide cross cover for SZC Inductions and the SPS onsite office as required, ensuring continuity of service and consistent performance.

Essential qualifications

• GCSEs (or equivalent) in English and Maths.
• Valid UK driving licence.
• Basic IT proficiency - Microsoft Office, email systems, data entry.
• Basic knowledge of transport, travel planning, or workforce movement processes.
• Strong understanding of customer service standards and complaint handling principles with the ability to follow operational policies, guidelines, or travel/transport procedures.
• Proficiency in a customer service environment across face to face, phone, and email channels, with experience handling and resolving conflicts within set processes and timelines.
• Accurate data entry and use of the Complaints Management System or operational systems.
• Knowledge of data accuracy, record keeping, and confidentiality requirements.
• Strong awareness of Health and Safety, security, and compliance within a safety critical environment.

Desirable qualifications

• Background in transport, logistics, parking, or travel planning and an understanding of sustainable travel modes, park & ride operations, and car sharing schemes.
• Knowledge of Complaints Management Systems, travel, or park & ride operations.
• Familiarity with reporting, data monitoring, client facing summaries, or delivering inductions/on boarding sessions.
• Relevant customer service or HSSE training or qualifications.
• Awareness of local transport networks (bus, rail, road layouts, timetables).
• Experience working with a large infrastructure or regulated project with understanding of complaints management systems, helpdesk tools, or transport scheduling systems.

All employees must be willing to undergo the Baseline Personnel Security Standard (BPSS) check and obtain a DBS certificate.

SPS Bus welcomes applicants from all backgrounds and is committed to diversity and inclusion regardless of gender, race, religion, disability, sexual orientation, or age.