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Staff Notice 77 1st June 2011

Vacancies Customer Relations Officer Variety of Full and Part Time posts available, job share can be considered. Saturday & Sunday working is required. ÂŁ10.64 an hour Oxford Bus Company is looking to recruit Customer Relations Officers at its office in Cowley. This role is customer facing so the successful candidate will need to be presentable, empathetic, articulate and be good at communicating both verbally and in writing. The role also involves extensive use of computers so a high degree of IT literacy is essential. As part of a small team of Customer Relation Officers they will need to be a team player, able to cope in a hectic environment with an ability to prioritise workload. For a full job description, person specification and application form, please email, ring 01865 785414 or go to and download the information from our jobs page. Completed forms should be returned to Human Resources, Oxford Bus Company, Cowley House, Watlington Road, Oxford OX4 6GA

This post will be advertised externally. Closing date for applications is 17th June 2011


1. Position applied for

Customer Relations Officer

2. Personal Details (Please complete this section in capitals) First name

Last name


Post Code National Insurance Number

3. Your Contact Details (including codes). Please tick your preferred method of contact Email Home number Work number Mobile

Emergency Contact / Next of Kin Name

Telephone (incl.code)


Relationship to you

4. Interview Are there any adjustments that may be required to be made should you be invited to interview? Yes/No. If yes, please state below. (For example the Drivers’ computer theory test can be done on an audio format and up to 25% extra time given for the maths test)


5. Employment Details Please list below your present and past employment for the last 5 years beginning with your current or most recent job. Explain any employment gaps. Please continue on a separate sheet if necessary.

Name and address of employer


Job Title, Salary

















Reason for leaving

Give details of any previous applications or employment with Oxford Bus Company Dates

Job Title

Reason for leaving

7. Security Declaration Have you ever been convicted, imprisoned, fined or cautioned for any offence other than motoring, or bound over to keep the peace? Yes/No. (Spent convictions within the meaning of the Rehabilitation of Offenders Act 1997 need not be disclosed). If yes, please give details Date




Sentence or Order

8. References Please give the name and address of two referees. They should not be related to you and should include, if possible, your present employer (or if you are a school leaver, your Head Teacher). If one of your referees is your current employer please indicate whether we may contact prior to interview. 1. Yes/No 2.Yes/No

1. Name

2. Name



Post code

Post code

Telephone number

Telephone number

Employer Yes/No

Employer Yes/No

Please note References are requested for all new employees. If a reference contradicts information given by the employee or is, in our sole opinion, unsatisfactory, the company reserves the right to terminate his or her employment immediately observing any appropriate notice period.

9. Competencies (Essential requirements for this position) • • • • • • • • • • • • • •

Presentable Able to communicate with customers, friendly, trustworthy, empathetic Good standard of education with O-level or GCSE English and Maths or equivalent Good standard of overall education Internet experience, high degree of I.T. literacy including extensive knowledge of databases Able to use switchboard as required or willingness to learn Excellent letter writing and telephone techniques plus ability to write in different styles depending upon method of communication Able to take ownership of problem and follow through to conclusion Ability to prioritise workload and to complete work to deadlines Flexible with regard to working patterns, able to work additional hours with notice Team player with good team skills. Able to work unsupervised and use initiative Able to cope in hectic environment whilst remaining confident, calm and patient. Able to diffuse potentially confrontational situations.


10. Relevant Skills, Knowledge and Experience Please demonstrate how you feel you meet the competencies listed on Page 3 (section 9) by describing any relevant knowledge, qualifications, skills and experiences; either from your current or previous roles, or from other relevant situations such as activities outside work. Failure to provide any information will result in your application being automatically rejected. Please continue on a separate sheet if necessary


11. Availability for Employment Please state notice required by your current employer

12. Bank Details Do you hold a UK bank account for payment of wages?


13. How did you become aware of this vacancy? Normal newspaper advertisement Jobcentre


Local free paper advertisement



Other (please state)

Current Employees of Go-Ahead Group only Transfer agreements exist between the various Go-Ahead Group companies. Please indicate below the name/details of your current Go-Ahead employer. Please note that Go-Ahead colleagues will have to submit to our normal recruitment process.

Company Name Company Address

Contact Name/Department

Please note This application form is designed to avoid any possibility of unfair discrimination. Applicants should avoid enclosing CV’s unless specifically invited to do so at a subsequent interview. You are advised that enclosing any uninvited documentation of any description will result in automatic rejection of the application.

Declaration and Consent All employment is subject to satisfactory references, medical examination and period of probation. I, the undersigned, understand that if I accept any offer of employment and any of the above information is subsequently found to be incorrect, my employment may be terminated forthwith. Signed


The information provided on this application form is protected by data legislation and will be used for the purposes of processing your application and statistical and audit purposes. By signing below you give your consent for the Company to hold this information. Signed



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Equal Opportunities Monitoring THIS INFORMATION WILL NOT FORM ANY PART OF OUR RECRUITMENT DECISION This page will be separated from your application and will be used solely for monitoring purposes. The Oxford Bus Company recognises the benefits of a diverse workforce and is committed to treating all employees equally regardless of race, gender, disability, religion, belief, sexual orientation or age. Applications are welcome from all sections of the community.




Date of Birth

Do you consider yourself to have a disability? Yes/No. If yes, please state the nature of your disability below

The Disability Discrimination Act defines disability as “A physical or mental impairment which has a substantial and long term effect on the ability to carry out normal day to day activities�. (If yes, a member of our team will contact you to discuss your requirements)

Please indicate your ethnic origin A. White British





Any other white background (please specify) B. Mixed White and Black Caribbean

White and Black African

White and Black Asian

Any other mixed background (please specify)

C. Asia, Asian British, Asian English, Asian Scottish or Asian Welsh Indian



Any other Asian background (please specify) D. Black, Black British, Black English, Black Scottish or Black Welsh Caribbean


Any other Black background (please specify)

E. Chinese, Chinese British, Chinese English, Chinese Scottish, Chinese Welsh or other ethnic group Chinese

Any other Chinese background (please specify)

F. Other (please specify)



Job Title:

Customer Relations Officer

Reporting to:

Customer Services Manager and Smartcard & Ticketing Manager

Responsible for:

Dealing with customer queries and complaints, including technical queries relating to the smartcard product. Communications will be over the telephone, in person, by letter, e-mail and facebook.

Job Location:

Head Office; Cowley House, Watlington Rd, Oxford. Work at our city centre outlet in Debenhams may also be required.

Main Purpose of Job:

To deal satisfactorily with customer demands.


To ensure that all e-mail communications are responded to within one working day. To ensure Company Facebook page is monitored hourly and appropriate responses are posted. Resolve technical queries relating to the “Key” smartcard products. Prompt and accurate completion of databases. Calculate and process refunds. To collect, collate and ensure completeness of information from customer complaints to allow thorough investigation to take place and to take ownership of the complaint from first notification to conclusion. To answer queries and complaints by telephone, in person, letter, email or via social media. To respond clearly and concisely in writing to customer requests where necessary, using a style appropriate to the method of communication. Use own initiative when dealing with queries and complaints but able to recognise when a matter needs to be brought to a manager’s attention. Ensure relevant people are informed of information/complaints received in strict adherence to Company policies. Issuing travel tickets and administering on-line sales of paper tickets and “key” smartcards. To carry out reception duties and operate the Lost Property system. Any other reasonable duties.

Performance Measures:

Number of workings days to respond to customers. Number of calls dealt with. Number of customer communications made to Company standard. Accounts balance and audit trail complete.

Working Conditions:

Office based, with some customer facing role.

Economic Conditions:

Salary ÂŁ10.64 per hour. Monday to Friday shift between 8am and 8pm, plus weekend shift work one weekend in four. Full time 37.5 hours, part-time posts as required. You may be asked to work such paid overtime as the needs of the business may require, and it is a condition of employment that you comply with such reasonable requests to work. Overtime rate is paid after 37.5 hours in a week, otherwise standard rate of pay will apply for any overtime below these hours. Free bus travel, contributory pension, 33 days holiday (including bank holidays).

Promotion Prospects:

Oxford Bus Company actively encourages development from within the Company.

Company Content:

Oxford Bus Company is part of the Go-Ahead Group plc, which is one of the major public transport operators in the country. Oxford Bus Company has a total workforce of approximately 550, operates 160 buses over 16 routes in and around Oxford. There is a coaching element that serves London, Heathrow, and Gatwick, 24 hours a day.

Closing Date for completed applications –

Please send completed application forms to: Hayley Mallett, Personnel Administrator, Oxford Bus Company Cowley House, Watlington Rd, Oxford, OX4 6GA

Person Specification – Customer Relations Officer Attributes Physical Make Up

Attainments General Intelligence Special Aptitudes

Essential • Presentable • Able to communicate with customers /articulate • O-level or GCSE English and maths or equivalent. • Good standard of education. • • • •

• •

Internet experience. High degree of I.T. literacy, including extensive knowledge of databases. Able to use switchboard as required or willingness to learn Excellent letter writing and telephone techniques plus ability to write in different styles depending upon method of communication. Able to take ownership of problem and follow through to conclusion. Ability to prioritise

• • • • • • •


A-levels or equivalent.

Knowledge of Facebook, Twitter and other social media. Structured approach to work.




• •

Ability to empathise and deal with matters in a timely manner. Team player with good team skills. Friendly, trustworthy Able to cope in hectic environment. Able to remain confident, calm and patient. Able to work unsupervised and use initiative Able to diffuse potentially confrontational situations Flexible approach to working patterns. Able to work additional hours (with notice) to assist with holiday and sickness cover.

• • •

Knowledge of Oxford and surrounding areas. Social Media Outgoing Able to gain confidence and respect of new acquaintances.

Dear Applicant In order to comply with the Data Protection Act 1998, please could you complete this disclaimer giving your permission for a previous employer to provide a reference. PLEASE ENSURE THAT YOU SEND THIS FORM BACK TO US WITH YOUR APPLICATION

Section 1 - Your Details Name: Address:

NI Number: Type of Enquiry: Job reference

Section 2 - Consent I confirm that I give you permission, as a previous employer, to disclose information relevant to my employment record with you to the Oxford Bus Company. Name:



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