Customer Experience Executive - Customer Relationship Management jobs in Malta - May 2023
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Customer Experience Executive

Malta Public Transport Services (Operations) Limited , South of Malta

Expires in 9 days (09 Jun 2023)

Malta Public Transport Services (Operations) Limited is currently looking to recruit a Customer Experience Executive to join their team on a full-time basis.

Key Responsibilities:

  • Collaboratively set service improvement standards and performance indicators, and implement action plans and audit procedures
  • Recognise potential complaint situations and make effective steps to avoid and/or resolve these situations
  • Acting proactively rather than reactively to any potential problems which could possibly result in complaints
  • Identify and meet the needs of our customers
  • Take appropriate corrective actions on identified problems
  • Assist Area Managers with process improvements, coaching or training requirements of their respective teams where necessary
  • Look critically at issues to see how things can be done better. Use critical thinking to observe and spot patterns with confidence to make decisions
  • Monitor, interpret and report on mystery/customer feedback and identify areas for improvement
  • Periodically perform Customer Experience and Customer Information Inspection Reports, amongst other aims, to confirm maintenance and updates to signage and digital customer information
  • Prepare a monthly summary report on Customer Experience, Customer Service and Customer Information
  • Responsible for the overall content management of internet review sites
  • Demonstrate excellent control of all operating costs in line with set targets
  • Following up to ensure that action has been taken on customer complaints to the customers’ satisfaction
  • Undertake such tasks, activities or other duties as may be required or assigned as appropriate to the grade
  • Perform bi-weekly visits to all terminus and main hubs, pointing out areas that need to be improved from a customer and operational point of view
  • Define, together with the Communication Department, the information to be shown at Terminus and main hubs
  • To conduct quarterly audits analysing the compliance with the contract regarding buses and drivers' appearance.


  • Professional qualification in Customer Experience, Marketing, Business, or other relevant discipline
  • Fluency in the English language, both written and oral
  • Minimum 2 years experience in a responsible position, including experience in Business Consumer Customer Experience or Marketing; experience in transport would be considered an asset
  • High energy and drive to work in a dynamic and challenging environment
  • Assertiveness and persuasiveness
  • Good aptitude for managing change and reviewing and optimising processes and procedures
  • Good experience in resolving issues quickly
  • Passionate for service excellence
  • Ability to handle multiple tasks
  • Proven team player with excellent collaboration skills.

Malta Public Transport Services (Operations) Limited:
We are the national bus operator responsible for operating all public transport services by bus on the Maltese islands. We form part of an international network of transport companies present on four continents with over 40,000 employees. With over 120 years of experience in the efficient management of urban transport as well as regional, national, and international bus, coach, and rail transport, our philosophy is to maximize this international experience and adapt it to the local context wherever we operate, including Malta. As the national bus operator, we cover 30 million kilometres every year with our fleet of 406 buses and a team of over 1,300 people. In the past year, it is estimated that we carried around 40 million passengers, a significant increase when compared to previous years. Notwithstanding all of this, we are very well aware of the challenges we face and we are committed to improving the overall bus user experience and providing a safe, credible, and efficient bus service in Malta and Gozo.

Full Time
Job Type
Intermediate (1-3 years), Experienced (3 years +)
Experience Level
Customer Relationship Management
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