Bus Station Supervisor

If you are passionate about providing excellent customer service, then this may be the role for you.

We are looking for someone who thrives within a fast-paced environment and enjoys a role with a lot of autonomy. We need a conscientious individual who will act as the eyes and ears for the organisation, to maintain our high standards of customer service and the health and wellbeing of all bus station users. Our aim is to deliver a smart, friendly, visible, customer‑centric service to all bus operators and bus station users.

The Bus Station Supervisor is responsible for making sure that our bus stations are fit for purpose. Working as a frontline ambassador, you will provide real time information on services, conduct health and safety checks and provide a visual presence to maintain customer confidence.

This is a great opportunity for a customer service professional who might fancy a change of industry or wants that next step up, in their career. We aren’t looking for someone who has done a similar role previously, as full training will be given. We just want someone who will put our customers first and genuinely cares about the customer experience.

This is a permanent role that offers a great working environment with flexible shifts, as we recognise that it’s important that our employees get a healthy work life balance. Our bus stations operate between 7.00am – 7.00pm, 7 days a week. On average you will work 36.5 hours a week based on a rolling 6‑week rota. You will be required to split your time between Coventry and Walsall Bus Station and any other company location.

• Monitor, record and address any issues of concern with the condition of the facilities, unsafe actions of bus drivers, contractors or customers and identify anything that might undermine the customer experience
• Promote health and safety management and establish good traffic management practices, ensuring all bus operators adhere to the Bus Station Users Agreement
• Be proactive in identifying changes to improve the interface and service to our customers and advise the Bus Station Manager of any suggestions
• Undertake daily health and safety inspections of the site
• Proactively identify customer needs, as well as provide customer information upon request
• Be proactive with support to the organisation’s promotion and delivery of Swift Services and to deliver first‑line response to ensure that ticketing vending systems are fully operational, reporting and resolving issues
• Carry out Emergency First Aid and be a First Responder for the application of the Defibrillator equipment at the request of the Emergency Services within the local town Centres
• Assist the Bus Station Manager with enquiries and complaints in connection with the operation of bus stations
• Ensure information on public transport is up to date and as customers would expect to see it

• Ability to work positively with the public and work under pressure
• Self‑motivated with good attention to detail
• High‑level of customer service skills and experience in a customer interfacing role
• Cultural sensitivity and empathy, with an ability to identify and serve the needs of a range of customers from different backgrounds and experience in helping people with mobility and other impairments, challenges, and requirements
• Basic I.T. skills, including Microsoft Word and Outlook
• Good standard of numeracy and literacy

The location for this role is Coventry and Walsall Bus Stations. Due to the nature of the role, we are unable to offer hybrid working.

If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process, please get in touch with our Recruitment Team (careers).

Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Non‑UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).