Big Bus Tours is the world’s largest operator of open-top sightseeing tours, fueling the spirit of adventure in 23 world-famous cities across four continents. Beginning its journey 28 years’ ago, with a fleet of only three buses, Big Bus Tours has swiftly expanded to a global fleet of over 400 hundred open-top buses, turning 5 million tourists into explorers, every year. Big Bus Tours operates in London, Dubai, Hong Kong, New York, Las Vegas, Chicago, Abu Dhabi, Budapest, Istanbul, Miami, Muscat, Rome, Paris, Philadelphia, San Francisco, Darwin, Sydney, Vienna, Washington DC, Dublin, Singapore, Los Angeles and Berlin with a sightseeing concept designed to provide a flexible approach to city discovery. Each open-top bus tour provides a hop-on, hop-off facility at a variety of interesting locations, with complimentary additions to enhance the visitor sightseeing experience. In February 2015, private equity firm Exponent purchased Big Bus Tours, with a shared vision to make Big Bus Tours the number 1 thing to do in each world-famous city. In 2016, Merlin Entertainments PLC became a shareholder, offering a natural synergy with Big Bus Tours and Merlin attractions and experiences around the world. With entertaining guides and commentary and knowledge of the latest events in each city, the Big Bus City Crew leaves every passenger with a story to tell.

Areas of Accountability

• To promote consistent improvement in customer service through liaison with the HUB, central functions, Leadership Team, and the Operations Team in New York.
• Lead the charge in surpassing group customer service KPIs in your city
• Take ownership of review responses on Reputation.com and other review sources
• Analyze, report and act on customer feedback from online review sites and internal NPS surveying
• Identify ways to reduce the number of customer complaints and refunds through improvement of in-city operations
• Provide best-in-industry customer service coaching to frontline staff
• Maintain correct information on internal databases and customer-facing surfaces by informing website team, app team, and other key stakeholders of operational changes and imminent diversions
• Collaborate with Customer Satisfaction department to implement in-city CS initiatives
• Conduct daily audits by checking the validity of tickets to ensure all passengers are in possession of a valid ticket for the proper tour.
• Operate Point-of-Sale (POS) terminals and perform any upgrade/upsell/extra tickets if needed while on daily audits.
• Provide reports to leadership team about all findings from daily audits.
• Brief staff with updates on New York and group customer service strategies.
• Promptly respond to escalated enquiries from the HUB to ensure successful customer recovery
• Continuously review and refine frontline customer service processes & standard operating procedures in your city including audio tour performance and sales tactics.
• To lead by example in providing exceptional customer service to our customers in-person on a regular basis
• Ensure in-city operational and service announcements are effectively communicated to the HUB and vice versa
• Assist with special tasks such as cruise operations, group, and private charter requests.

Education/Experience

• On-the-job or formal education in customer services business specialism
• Proven ability to deliver projects on time and within budget
• Flexibility to work the hours required for business needs and to travel in the UK and overseas
• At least 2 years of experience working with customer service teams or contact centers desirable

Competencies

• Excellent organizational skills, to plan staffing and resources to meet deadlines
• Strong interpersonal skills, to motivate and lead the frontline team and stakeholders
• Good communication; ability to express ideas or facts in a clear and persuasive manner.
• Planning; ability to efficiently establish an appropriate course of action for self/others to accomplish a goal.
• Resilience; ability to maintain effectiveness in situations of disappointment and/or rejection.
• The ability to use your initiative and make decisions under pressure
• Effectiveness in identifying problems, seeking pertinent data, recognizing important information and identifying possible causes of problems.

Working Requirements and Conditions

• Must have right to work in the USA with valid passport as travel may be required.
• Normal working hours are 9.00-17.30 plus additional hours as necessary to fulfil the requirements of the job (including weekends and bank holidays). Travel may be required.
• This is an in-person position. 50% of the job requires you to work outdoors in all weather conditions and 50% requires you to work in-office.

Benefits and Compensation

• $70,000 to $75,000/Year
• Medical, Dental, Vision
• Paid Time Off
• 401K