Travel Advisor

£10.67 per hour

37.5 hours per week

As the main bus operator across Edinburgh and the Lothians, Lothian is dedicated to delivering an outstanding customer experience offering a city-wide network 24 hours a day, 7 days a week. Operating for over 100 years, Lothian is now one of the region’s largest employers with over 2,500 colleagues.

Be part of the team that inspires the use of public transport across our capital city.

We are looking for Travel Advisors, based in our city centre Travel Hubs, to deliver a first-class end to end customer experience whilst maintaining the highest levels of customer satisfaction. You will maximise each interaction with customers by combining excellent sales service and product knowledge with onward travel information on a range of products including the Lothian tourism portfolio and wider city connections.

Initially this will be a seasonal position until October 2023. However, there is scope for the role to become permanent.

Main Duties and Responsibilities

• As an ambassador you will optimise each customer interaction and foster brand loyalty.
• When working within the Travel Hubs – Shandwick and Waverley, you will be proactive in welcoming customers and dealing with their needs in a professional manner.
• You will be responsible for providing our customers with clear and correct product information and service so that they have an excellent customer experience.
• You will advise the best option of ticket(s) available to our customers – individual and/or groups.
• You will be expected to maintain a high level of knowledge of the whole Lothian network and proactively make recommendations to customers to suit their travel needs.
• When working at till points, you will be responsible for your cash float, ensuring all cash/cheque and credit transactions are processed correctly, comparing all takings with your sales, completing the appropriate paperwork and ensuring safe deposit of all monies. You will also be responsible for any discrepancies which arise
• Deal with customer comments as necessary, using the online process to submit to Customer Support team.
• You will be required to maintain the Information areas, e.g. refill leaflets as required, ensuring the area is clean, clear and presentable at all times.
• Be proactive to make recommendations to your Team Leader or Manager on how the customer experience can be improved.
• Build and maintain good working relationships with your colleagues.
• Be punctual, to be ready to start on time in your allocated location.
• Uniform requirements to be met at all time, including visibility of your name badge.
• You may need to carry out your role from a different location as required.

Essential skills and tools

• Understands, anticipates and delivers the customer needs and expectations.
• Able to communicate effectively – active listening to ensure understanding of requirements.
• Helpful and friendly to ensure you create an excellent customer experience.

Be technology proficient to support customer needs – eg use iPads, Mtickets, Contactless Payments

• Has great attention to detail, accuracy when dealing with money and follows due process.
• Ability to assess risks, prioritise actions and solve problems logically and safely.
• Displays high standard of personal appearance, tidiness and timekeeping.
• Be an excellent team player
• Cash handling experience

Desirable

• Previous experience of the bus or transport industry.
• Can speak a second language.

Included in the role are perks for working with Lothian:

• Staff Ridacard – travel free all year on our buses and Edinburgh Trams
• Full uniform is provided
• Access to a range of benefits including discounts for hundreds of retailers
• Good work/life balance

If this sounds like the kind of place you belong, reach out to us now! Send a covering letter and CV to apply.

Closing date Sunday 30 April 2023