About

We are looking for a Customer Experience Supervisor to join our team at Wakefield Bus Station. This is a key frontline role where you will lead by example to deliver a safe, welcoming and customer-focused environment, ensuring every customer receives a prompt, professional and positive experience. You will play a vital part in managing day-to-day service delivery, supporting Driver Managers, and responding effectively to customer needs and service challenges in a fast-paced operational setting. If you are a confident, calm and customer-centric individual with strong communication and complaint-handling skills, who can make sound decisions in a fast-paced environment, we want to hear from you You will be visible, proactive and detail-focused, with a genuine commitment to safety, service excellence and continuous improvement. Key responsibilities Act as the first point of contact for customers needing assistance within the Bus Station (in person) Respond to customer enquiries and resolve customer complaints in person and at the point of contact (first time resolution) Update customers on bus stand changes – in person and via the PA Update service disruption (digitally) – training to be provided On occasion, board customers onto a bus (on stand), taking payment so the bus is ready to depart when driver is available Lead the driver managers in the Bus Station ensuring the decisions being made re services work for both drivers and customers to ensure optimal customer service Liaise with other departments where complex issues require their assistance Be fully aware of all on road incidents and keep both operational Teams and customers aware Attend WYCA meetings to discuss station progressi