National Express Employee Reviews

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1.0
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Disgusting place to work
Coach driver (Former Employee) –  Chesterfield18 September 2019
All national Express do is spy on there drivers, they say one thing but stagecoach say another they work together and sack drivers for no reason, stay away from national Express at all costs
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1.0
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Awfull management
Coach Driver (Current Employee) –  Luton17 September 2019
Such a stressfull place to work.No respect for drivers.
The only support that you get is from the other drivers.
Mental heath awareness completly absent.
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2.0
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Fun work place but
Panel Controller (Current Employee) –  Gatwick11 September 2019
Good atmosphere at office with drivers and managers let down by poor support functions ie higher management engineering department and unreliable vehicles
Pros
Free travel atmosphere
Cons
Long and unsociable hours unpredictable shifts
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5.0
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Fun workplace
Customer Service Advisor (Former Employee) –  Birmingham, West Midlands26 August 2019
Everyday is different so you'll never have two days the same. This is a good customer service advisor role if you prefer dealing with customers over the phone. I definitely recommend this job as it's better than face to face jobs within retail. If you are able to stay calm and professional on the phone whilst dealing with difficult customers, you will like this job. The company does provide training and support, as they will teach you everything you need to know before you go live to take calls over the phone.
There is only various types of things a customer can call up about, enquiring on times, prices or ticket types, amendments on wrong dates, times, locations, or wrong number or type of passenger booked,
purchasing coachcard's, lost property, complaints, or whether it will be where is the coach they are due to travel on. Another type of calls we get is assistance for travel for those passenger with mobility issues as well as customers who have issues booking on the website due to voucher code issue or postcode issues. Also you will usually get those customers as well who enter the wrong emails or mobile number, thus having to locate those tickets and resending out ticket confirmation.
There is also the target of offering the cashback rewards shopping programme, which you are suppose to sell minimum 1 per shift. However on some days you may not get any sales at all, whereas on somedays you might get at least 2 or more customers who do sign up, so can depend really if you do get sales or amendment calls come through to you on the line. Although at first you think it's
  more... a hindrance to offer this, but when you actually start selling these to the customer, it will only encourage you to want to sell even more, you also get motivated to sell these as you also get prizes as well.
The other customer service advisor who work within the contact centre are all friendly and very helpful, if they are not on calls and you need any help at all, they will be more than happy to assist. Great work culture and team managers are always available to assist. There are various systems in place for you to find information and also relay this back to the customer depending on the situation.
The earliest start of your shift can be from 8am and the latest you finish will be 10pm, however you will be definitely asked this during the interview stage whether these times are okay and suitable for you to get to work.
The hardest part of handling these customers over the phone are the one's who do not listen to the resolution you give, they usually become aggressive verbally and the customer request a manager to speak to, when in turn the manager will say the same thing you have advised. But overall the vast majority of customers who call up are actually very pleasant and appreciate all your efforts in assisting their queries.
The enjoyable part being on calls is that you are the first point of contact for the customers and resolving the customers issue in the first instance is very satisfying and it makes your day as well as the customers day.
The perks for working here is that you get free bus and coach travel as well as for family members.
  less
Pros
Free bus pass, Free coach pass, Free health check appointments
Cons
Waking up early for early shifts
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Sinking Ship
Customer Service Representative (Former Employee) –  Birmingham, West Midlands12 August 2019
Working in the contact center in Birmingham as a customer advisor is not a job i would recommend.
The contact center is one floor divided by a few teams.
customer advisors - take initial sales calls, amendments to tickets, complaint calls (despite there being a complaints team), property calls (despite there being a property team) and anything else.

You do shifts that dictate your life and there is no home or social life. You work till 10pm and do NOT get shift allowance, but they tell you that National Express customer advisors get "The Real Living Wage" which gives them excuse not to pay anymore unless you do overtime on Xmas day then you get paid double, but if they offer you overtime any other day then they still dont have the nerve to pay you time and half.
Team manager or supervisors force you to sell something call NX rewards which is a con. You as an advisor get 1 pound commission when the company them selves makes 100s.

Despite there being other departments like complaints and property you have to deal with them as the company refuses to give complaints and property their own number which customers can contact them on directly. To be honest all the other departments such as complaints and especially the digital team dont lift a finger and dont do any work. Just talk and snack away, so i would recommend you go for those roles as they have nerve to get paid more and do no work what so ever.
Team managers/supervisors are a joke they do not offer any help and I question the recruitment policy on how some got there.
If you have a family member or a friend
  more... in management id recommend the place as you will be given a new role internally no questions asked.  less
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Don’t be fooled
PCV Driver (Former Employee) –  Perry Barr, West Midlands8 August 2019
Don’t be fooled by such a big company
You are just a number and as soon as they can get rid of you
They will

I was and still am so glad to be out of there

No family time

Long duties

Management calling drivers names

No communication or help when needed.

I loved my job at the start. Come the end of it I was a mess

Don’t do it! Not even worth the wage.
Pros
Free bus pass
Cons
List too long to write!!!
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Former employee
Driver (Former Employee) –  Manchester, Greater Manchester2 August 2019
Never would allow loved one to work here again!!... My partner was treated so badly he ended up ill. He was was spat at... Sworn at and threatened.... Yet he was the one in wrong.... Especially when people complain for silly reasons.... Bad management skills are all across the board here... And thats why they have poor staff turnover specifically drivers on road... Without them taking abuse daily those at top wouldn't rake in profits!!
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3.0
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The Job
Driver (Current Employee) –  West Bromwich, West Midlands29 July 2019
Some duty's can be long and the hours they say are flexible, but thats only if you know people as you have to swap with them, if they don't want to swap you're stuck with what you've got. Some garages have nice areas in them as well as smoking areas for smokers and large sitting areas when waiting around, others have tiny work and sitting areas and are not well thought out for the employees.

The Vehicles are mainly kept to customer standards but this doesn't include the driver of the Vehicle, as most of the time on the old vehicles the heaters are stuck on in the summer and they never work in the winter causing discomfort whilst driving the vehicles (But this is not all Vehicles there are a lot of good ones to).

Most of the work hours are done in the Vehicle and not a lot of social time between drivers or other work colleagues.

Most of the customers are nice towards the drivers, but theirs always one or two that tend to be aggressive verbally and sometimes physically, lucky theirs a cab door between you and them, the down side to this is the company policy is you must never leave the cab if you feel a threat, this would be okay but you could be taking a break at you end journey and step out the cab wanting to get out the drivers seat and take it easy and someone starts to give you abuse, i've had this done to myself before. luckily nothing major came of it, but it does happen.

hope this helps.
Pros
The pay.
Cons
Unsocial workplace when driving
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Never enjoyed the job
Ex driver (Former Employee) –  Cardiff, Cardiff23 July 2019
Worked a year before rosters got changed for the worst,

201 service is heavy with luggage at all stops, no help from heathrow staff with the amount of passengers that use the service terminal 2/3, 4 and 5 making the job unbareable and stress on your lower back, the training you get is for a one layer of luggage not 3 layers where you need to climb in the compartment and often bang your head.

I never agreed to have my break at terminal 5 in a van.

The pay is now near enough good due to the hard work involved and the amount of abuse you get from a upset passenger due road traffic slowing the service down, road closures or diversions.

Treated like a robot no conversation between passengers, no music to keep the driver entertained, no nothing just sit in silence and feel sleepy through boredom.
Pros
A free bus pass that i would never use.
Cons
Short hours
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Rubbish
Coach Driver (Former Employee) –  Your bus, Heanor, Derby18 July 2019
They have no idea how to treat drivers and as soon as they can get rid of you they will. Customers will complain about you because they want free tickets and express give them out frequently.
Pros
None
Cons
Long hours, badly run buses.
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3.0
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national express West Midlands
bus driver (Former Employee) –  Birmingham, West Midlands4 July 2019
Podstawowe prawa pracownika zapewnione.Niestety odczuwa sie na kazdym kroku gorsze traktowanie Polaka niz rodowitego Anglika
Trzeba owazac na kazdym kroku poniewaz w autobusie zainstalowanych jes wiele kamer.Uzywanie telefonu w kabinie nawet w czasie postoju,jest rownoznaczne z utrata pracy.
Pros
sprawny tabor
Cons
Problem z pasazerami szczegolnie pochodzenia arabskiego.
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3.0
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Letting silly things ruin the workplace
Customer Service Advisor (Former Employee) –  Heathrow Terminals 1, 2 & 3 Station10 June 2019
Fellow CSA's are kind, friendly, fun and a pleasure to know and work with. Enjoyed the work, good location, pay, hours and benefits. Apart from being made to stand outside on all weather conditions, management is the whole downside. They are petty, act fake, don't know basic information so have to ask CSA's, its their way or no way right or wrong, blame others and are only seen when matters and they are contradictive.
Pros
Colleagues, Work Location
Cons
Management
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If you like being abused by customers every day then you'll love it.
Customer Service Advisor (Full-time) (Former Employee) –  Luton Airport9 June 2019
Terrible company to work for.

A lot of favouritism towards certian people.

Customers treat the staff terribly and the management don't care.

Uniform is provided but is too cold in winter and too hot in summer.

They keep hiring managers or team leaders with no public transport experience.(I was the most experienced person there with 5 years public transport experience. More than all the managers combined, but I was treated as if I knew nothing).

No extra pay for Sunday's or bank holidays.

Have to work over Christmas because they don't allow any holiday to be taken at the end of December (that's includes Christmas Day).

Shift pattern is 4 days on 2 days off.
Earliest start is 06:00 and latest finish is 22:00 if you're on day shift.
Every shift is half inside at the ticket desk selling tickets and the other half is outside checking tickets and loaded customers into coaches.
The breaks are at set times. (30 minutes)

When an opportunity for progression comes up they have to advertise the position but the management know who they want already.

You will have to stand outside in -20° or 50°. The management don't care if you're dying due to the weather.

There are a few good things.
The pay is decent and paid on the 27th of each month.
Free National Express travel.
Free Arriva bus travel.


Apply for National Express if you enjoy being abused and assaulted by customers on a daily basis.
Pros
Free National Express travel, Free Arriva bus travel.
Cons
Poor management, bad uniform, weak union, horrible customers, no progression.
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2.0
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Don't do it
Customer Service Representative (Former Employee) –  West Midlands7 June 2019
If you value your life outside of work then this isn't the job for you. Underpaid, long hours and no thought for you at all.

I'd rather sell the big issue than work for these ever again.
Pros
Free buss pass
Cons
Long hours, poor management no staff welfare
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Terrible waste of breath....
Apprentice Psv mechanic (Current Employee) –  Around the west Midlands31 May 2019
This company likes to promise lots of things to big up all there jobs... Little did I know and multiple others aren't valued or respected even. All you get is lies upon lies, management don't seem to understand either English or common sense. People with for example mental health disabilities aren't treated in a good way even though your illness they know about and look like there doing things to help, some b****t about we care for everyone. Avoid at all costs.
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2.0
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Driver at wn
Bus Driver (Former Employee) –  Wolverhampton31 May 2019
Good money and work colleagues.
No work life balance
Some good routes some less good
Good training to have but I left when management
Lots of abuse of customers
Pros
Wages and benefits
Cons
No life around work no set shifts management try to bully you
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3.0
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Targets more important than people
CUSTOMER RELATIONS ADVISOR (Former Employee) –  Birmingham, West Midlands27 May 2019
Fast paced environment that is vey target driven. Staff very often feel they are not listened too. Unsocial shifts which include shifts until 22:00 weekend and bank holidays. Always issues when trying to book annual leave
Pros
Free bus travel
Cons
Poor management poor work life balance
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4.0
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All about work!!!
Market Rate Driver (Former Employee) –  Wolverhampton, West Midlands15 May 2019
A disciplined environment...

Can sometimes be left feeling like "just a Number" rather then a valued member of staff.

The job "can be lonely" as vehicles are "one man operation" and on occasion can feel like there's little "on-the-road" support at times...
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3.0
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if the routes driven are good, then good experience
PCV Driver (Former Employee) –  London Heathrow Airport, Greater London9 May 2019
I enjoyed my time with National Express, especially the routes driven to locations such as the west country or south coast - however the prospect of driving through London twice a day has limited appeal.
Pros
Uniform and travel
Cons
very long hours
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4.0
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Progessive & Fun Work Place
Senior Customer Service Advisor (Former Employee) –  Luton, Bedfordshire1 May 2019
You meet a lot of good people in this environment & gain creditable customer service experience because of the volume of people you meet on a daily basis. its fulfilling.
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3.1
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