Customer Operations Coordinator

This is a full-time role, working 37.5 hours per week, based at our Cowley office, with a salary of £35,119. The role operates on a variety of shift patterns to cover our service hours, including early starts, late finishes, and occasional Saturdays. Shifts include: 5:30 am–1:30 pm, 6 am–2 pm, 8:30 am–4:30 pm, 9:30 am–5:30 pm, 10 am–6 pm, 11 am–7 pm, and one Saturday pattern of 9 am–4:30 pm. We aim to allocate shifts fairly across the team.

At the Oxford Bus Company, we believe in connecting people — to work, education, social life, and their communities.

As a Customer Operations Coordinator, you’ll be at the heart of keeping our bus services running smoothly and our passengers happy. You’ll manage bookings, respond to enquiries, and resolve issues across multiple channels, while supporting drivers and operations in real time. Using your initiative, local knowledge, and problem-solving skills, you’ll ensure customers have a seamless experience, all while acting as a friendly ambassador for Oxford Bus Company and public transport.

Act as the first point of contact for all customer enquiries via phone, email, social media, online chat and in person.
Own customer complaints and incidents end-to-end, from investigation through to resolution and response.
Manage bookings and provide real-time operational support, including service disruptions and breakdowns.
Handle driver calls relating to delays, equipment issues, breaks and service changes.
Monitor live services, roadworks and network issues, using tracking and mapping systems to keep customers informed.
Post service updates and disruption information across appropriate channels.
Liaise with internal teams and partners to resolve customer and operational issues quickly and accurately.
Log incidents, complaints and enquiries across multiple systems.
Manage lost property enquiries and support reception and administrative duties.
Prioritise effectively, work calmly under pressure and use initiative in a fast-paced environment.
Act as a positive ambassador for Oxford Bus Company and public transport.

Confident, friendly communicator with excellent customer service skills.
Computer literate, with experience using multiple systems, internet tools, and standard office software.
Skilled in letter writing, telephone techniques, and logging enquiries or incidents accurately.
Able to take ownership of problems, follow through to resolution, and work independently.
Knowledge of Oxfordshire, High Wycombe, and the surrounding areas is desirable.

Competitive salary (dependent on experience).
Free bus travel passes valid across our operators.
Pension scheme, lifestyle benefits, and Employee Assistance Programme.
26 days’ holiday plus Bank Holidays.
Career development opportunities within Oxford Bus Company and the wider Go-Ahead Group.

We want to make sure you have every opportunity to shine and to learn more about us, too. Our process includes:

1. Initial chat – A friendly conversation with our Recruitment Team to discuss your experience and tell you more about the role and Oxford Bus Company.

2. Interview – An interview featuring competency- and values-based questions designed to understand your skills, creativity, and alignment with our company values, as well as a few problem-solving tasks!

We’ll keep you informed at each stage, and we’re always happy to answer questions along the way.

At Oxford Bus Company, we’re committed to diversity and inclusion, and welcome applications from all qualified candidates. Join us and make a real impact—help tell the story of our brands while keeping our communities connected!

To apply please email [email protected]