What we’re looking for
A good, confident telephone manner and working knowledge of computers and social media are essential. Good attention to detail and excellent time management skills are also essential. A working knowledge of London geography would be helpful but is not essential.
Purpose of role
To ensure every journey is a success both by providing excellent customer service and by supporting customers and drivers from booking to completion of their journey.
Specific responsibilities

Maximising sales by helpfully and enthusiastically responding to customer queries via social media, email and telephone regarding their bookings and payments and providing excellent information. Resolution may include, amongst other things: sending confirmation or let-down emails if not generated by our system, cancelling still-building trips on our system, providing pre-trip information to reassure first time customers, changing pick-up and drop-off points on our system and notifying passengers in advance of scheduled disruptions to their Stops.
Ensuring customers are able to get the best possible information by liaising with Operators to ensure we have the required information i.e driver and coach details.
Ensuring coach journeys run smoothly and to a high standard by proactively monitoring live coaches in real time and ensuring that there are no operational problems that require intervention either by customer communications. (telephone/text message) or driver/operator liaison. Interventions required in real time may be a result of: coaches not turning up, coach breakdowns, journey delays due to traffic and Stops not in use. Resolution may also include emergency transportation arrangements.
Helping customers travelling by responding to questions in real time.
Ensuring that any breakdowns are speedily dealt with by providing drivers and operators with access to information on how they can rescue their service quickly.
Ensuring waiting customers have a relaxing waiting experience by proactively monitoring for coaches that will not leave their first departure point on time and keeping customers informed by text message, so they know what is going on.
Ensuring drivers are able to provide the best possible service to customers by assisting them with their questions. These may involve the pick up and set down locations, queries about the app or helping them resolve real-time problems.
Providing after-sales and after trip care, including contacting customers who have rated the operator either 1 or 2 following their journeys, rescuing their perceptions of Sn-ap to ensure that they choose to travel with us again.
Liaison with the wider Operations Team to provide customer feedback that can improve operator performance plus escalation to regional managers where follow-up with operators is required.
Liaison with the Development team on issues of platform functionality including input to the development process where appropriate, when customer insight informs potential improvements to system performance.
Ensuring good communication within the Trip Control team by leaving adequate handover notes.
Enabling groups to book travel by liaising with the group organiser, helping them plan their journey, creating suitable trips within our systems and working with the Operational Process team to create optimised journeys.
We are a fast-moving Startup, so the above duties may change over time and there may be stuff to do in addition to this!