Customer Service Advisors supporting electricity customers in Ireland through various channels. Responsible for handling customer queries and providing excellent service in the Customer Care Centre.
ES
Hybrid Customer Support Representative
Posted 3 weeks ago
About the role
- Vectare is looking for a proactive, empathetic, and customer-focused individual to join our **Customer Services Team** based at our Loughborough Head Office. As a key member of the team, you’ll play a vital role in delivering an outstanding experience to parents and schools who rely on our school bus services.
- This is a fast-paced, varied role that combines reactive and proactive communication, ensuring every customer receives timely, accurate, and friendly support via phone and email. You’ll be a central point of contact during live service hours, helping to manage real-time operational updates, resolve issues efficiently, and keep parents informed and reassured.
- You’ll work closely with a collaborative and supportive team, managed by our Operations Lead, and contribute directly to the smooth running of our nationwide school transport network. Typical shifts are 07:00 – 15:00 and 11:00 – 19:00, providing cover during key school travel times.
- Key responsibilities
- Serve as the primary point of contact for parents and guardians utilizing our school transportation services, offering professional support via phone and email.
- Deliver real-time operational support during live school bus operations, ensuring clear and timely communication between parents, drivers, and schools.
- Monitor service performance, respond to delays or disruptions, and keep customers proactively updated.
- Accurately record customer interactions, queries, and resolutions within Vectare’s internal systems.
- Collaborate with colleagues across the Operations and Technology teams to resolve complex or recurring issues.
- Identify opportunities to improve processes and enhance the overall customer experience.
- Uphold Vectare’s high standards of professionalism, empathy, and attention to detail in every interaction.
Requirements
- **Experience & Skills**
- Previous experience in a customer service, operations, or transport support role is preferred.
- Excellent written and verbal communication skills, with a confident, friendly, and professional manner.
- Comfortable using technology, with the ability to learn new systems quickly.
- Calm and organised under pressure, able to manage multiple priorities in a live operational environment.
- A strong team player with solid problem-solving skills and a proactive, solutions-oriented approach.
- **Personal Attributes**
- Reliable, punctual, and flexible to work early and late shifts.
- Empathetic and customer-centric, with a genuine desire to help others.
- Trustworthy and able to handle confidential information with discretion.
- Positive, adaptable, and eager to contribute to a growing, innovative company.
Benefits
- Base salary is based on experience, and performance bonuses are based on KPIs.
- Monthly Health & Wellness Allowance
- Office lunch & team socials
- Professional Development opportunities
- Unlimited book budget.
- Additional benefits such as a pension and 25 days' holiday also apply.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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