Concessionary Travel Support Officer

Concessionary Travel Support Officer - Concessionary Travel Team

Transport Operations manages a range of transport services for the County Council, including Concessionary Travel, Home to School Travel, Specialist Transport and Publicity.

The Concessionary Travel Team provides bus passes for older people and disabled people, allowing free off-peak bus travel.

About the role

You will be working within the Concessionary Travel Team, providing support to front line staff as well as dealing direct with customers by telephone and email. The main focus of the role is to approve bus passes which have been requested, and to follow this up with front line staff where information is unclear or errors appear to have been made. It will also sometimes be necessary to contact customers by telephone, letter and email.

You will be using a number of different databases, including Achieve Service (Firmstep) and Smart Connect, as well as general office software. You will be responsible for receiving and scanning sensitive personal data, and updating customer details. You will be taking telephone calls and monitoring the team email account on a day to day basis, as well as producing bulk mail outs for customers on a weekly basis.

You will also be expected to advise customers about the eligibility criteria, and the evidence they can provide as part of their applications. This will involve sensitive discussions with customer, carers and members of staff about the nature of an applicant's disability or disabilities, and about evidence which may demonstrate that someone has a qualifying disability.

Key Requirements

You will need to have good literacy and numeracy skills, and be quick and accurate using a computer. You should also have experience in dealing with large quantities of sensitive personal data and be able to work under pressure. You will need to be able to remain calm and tactful when dealing with distressed or difficult customers.

You need to have some knowledge of concessionary travel, and to be able to understand the eligibility criteria and advise members of the public on how to apply for a bus pass.



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