If you are passionate about delivering exceptional customer service and enjoy problem solving and meeting new people, then I may have just the role for you.
We are looking for full-time Customer Experience Specialist, who will put our customers’ needs first and confidently assist and guide them at our Bus Stations. When a customer needs help, you will be their first point of call so you will need to be knowledgeable, friendly and approachable.
Whether you are giving advice on ticketing, journey planning, swift or giving the customer the confidence to manage ticketing solutions themselves, you will be making a real difference to the people that visit our Bus Stations each day.
We are looking for someone from any customer service background, who is comfortable working outdoors and happy to work independently and as part of the wider operational team. You will need to be empathetic, patient and have strong interpersonal and communication skills to be successful in this role.
Shift patterns will be Monday to Saturday, 08.30am – 5.30pm on a 6-week rolling roster, with allocated rest days. Due to the nature of this role, occasional working outside of normal hours will be required.
Please note that this is a 6-month fixed term contract.
What will you be doing?
- Deliver an outstanding experience for customers by proactively providing ticketing, travel and journey solutions.
- Actively resolve complaints
- Support the Bus Station Manager by reviewing the impact any actions will have on the customer experience at Bus Stations
- Drive the use and uptake of digital solutions by coaching customers on using digital services
- Support the Bus Station Supervisor and Bus Station Manager to ensure the ‘Swift vending machine’ is functional and working
- Work closely with operational colleagues to report and monitor incidents of anti-social behaviour, unsatisfactory state of facilities/assets or unsafe actions of bus drivers, contractors or customers.
About you.
- Experience of delivering exceptional service in a busy customer service environment
- Strong communication and interpersonal skills and the ability to work well under pressure.
- Able to use technology i.e tablet devices and electronic ticketing terminals.
- A good working knowledge of the geography and public transport network of the West Midlands and tourist attractions and other places of interest
- Proficiency in Microsoft Excel, Word, Outlook and Internet Explorer
- Good organisational skills with the ability to follow instructions.
- Cultural sensitivity and empathy, with an ability to identify and serve the needs of a range of customers from different backgrounds and experience of helping people with mobility and other impairments, challenges, and requirements.
How to apply.
On clicking ‘apply for this job’, you will first be prompted to create an account. You will have the opportunity to upload a CV, which will be used to auto-populate your profile. Please note, we do not see your CV once you have applied. Our shortlisting decisions are based on what you tell us in your profile - and so it is important to format your profile so that it really stands out. Make sure to include your employment history and include any essential education and qualifications. You will be asked to provide a supporting statement. If you already have one that you have prepared earlier, you can simply copy and paste this into the application form.
Applicants will need to evidence that they have the legal right to work in the UK. If we make an offer of employment, we will need to check that you are eligible to work in the UK before you start work.
Salary and benefits.
We advertise salary ranges for job roles, with new appointments typically starting at the lowest salary point. In exceptional cases, where higher skill levels or experience are applicable, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees.
We offer a comprehensive benefits package that includes a Local Government Pension Scheme, 28 days of paid annual leave, Cycle to Work Scheme, and discounted shopping with over 2,000 big-name retailers. For more details, please visit the benefits page on our careers site.
Location and working pattern – what you can expect.
The location for this role is West Bromwich Bus Station.
Creating an inclusive workplace.
Our vision is to create a better connected, more prosperous, fairer, greener, and healthier region. We aim to achieve this vision by living our values, which include being a partnership organisation, valuing and respecting our people, fostering a can-do attitude, and encouraging innovation. We are dedicated to creating a diverse, inclusive, and authentic workplace that reflects the communities of the West Midlands region. WMCA holds diversity accreditations, such as "Leaders in Diversity," and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We are also a Disability Confident Employer, committed to interviewing all applicants with disabilities who meet the essential role criteria. WMCA believes that building a team with varied backgrounds and experiences will benefit us as an employer and enhance our work.
We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould.
We gladly consider part-time, flexible, and job share arrangements, so please don't let these factors deter you from applying. If your values align with ours and you are dedicated to working towards a future that we can all be proud of, we would love to hear from you.
Reasonable adjustments.
If you have an accessibility need, disability, or condition that means you might require changes to the recruitment process, please get in touch with our Recruitment Team (careers@wmca.org.uk). We are here to assist and accommodate your needs.
Thank you for considering joining our team at WMCA. We look forward to receiving your application and the opportunity to work together towards our shared goals.
Attached documents
