Customer Information Communications Officer

If you are a social media whizz who has strong attention to detail and enjoys working collaboratively then I may have just the role for you.

We are recruiting for a Customer Information and Communications Officer for 12 months, to work within our Regional Transport Coordination Centre, which is a multi-agency operation providing a unified and common view of the transport network. Being part of a strong team of 11, you will be responsible for the coordination and sharing of information relating to the performance of the regions multi-modal transport. You will communicate to and engage with customers around travel information using a range of digital channels, including Twitter and Facebook, providing communication support during live travel incidents. 

This is a key role as you will update scheme pages and travel information on the Network West Midlands website, influence live data and work closely with a range of Transport for West Midlands colleagues, bus operators and internal and external stakeholders. It is our role to inform the travelling public of any significant events and roadworks across the region that may impact public transport, in order for them to make informed travel decisions. The work that you do will be crucial in influencing the regions travel choices and keeping the region moving.

This is a great opportunity to be part of a lively, energetic and passionate team who work hard to ensure that the travelling public has access to accurate, timely and consistent travel information. We need someone who is flexible, collaborative, has strong attention to detail and great communication skills. 

This is a hybrid working role, with some shifts in office and some from home. Shifts cover Monday to Saturday, with 3 days off a week. 

In office shifts: Monday – Friday 07:00 – 19:00 / Saturday 08:00 – 19:00

Out of office shift will either be 07:00 – 14:00 or 13:00 – 21:00

What you will be doing

• Clearly communicate travel information via a range of digital channels.
• Effectively support and contribute to communications and marketing campaigns for major events and planned disruption.
• Monitor multiple digital sources of transport and travel information from a range of partners.
• Ensure the Transport for West Midlands website contains up-to-date travel information including planned and unplanned disruption across multiple transport modes.
• Respond to inbound social media enquiries relating to travel information and disruption.
• Assist in the development and improvement of operational processes and procedures.
• Manage the Incident Capture System and other TfWM systems.
• Work collaboratively with a range of external partners including National Highways, Network Rail, West Midlands Rail, West Midlands Metro, local authorities, bus operators and the West Midlands Police.
• Provide travel disruption communication support in the event of incidents and unplanned disruption affecting the West Midlands transport network.

What’s essential

• Experience of producing written content for social media channels
• Experience of digital engagement with the public via Twitter and Facebook
• Knowledge and understanding of social media platforms
• Excellent communication skills, both written and verbal
• Excellent stakeholder management skills with both internal and external stakeholders

Location. 

The location for this role is 16 Summer Lane with at least 2-3 days a week spent in the office.

How to apply. 

Applying for a role with WMCA is straight forward. Follow these steps to get started.

1. Create your Careers Account. Register with your name, email address, and a password.
2. Build your Profile. Upload your CV to help populate your career and education details.
3. Write your Supporting Statement. Make sure to address each of the required essential criteria.
4. Submit your application. Do one final check and once complete, click submit.

Anonymised Applications.

Your uploaded CV won’t be visible after submission. Our process is anonymised, and only the information in your profile is used for shortlisting. Be thorough in each section. it’s your chance to showcase your skills and experience.

Using Artificial Intelligence (AI) 

We cannot stop anyone from using AI help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application.

Applications that rely too heavily on AI may be rejected during shortlisting. For help on how to write a supporting statement, please visit the FAQs section of our careers site.

Reasonable adjustments.

If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process, please get in touch with our Recruitment Team (careers@wmca.org.uk).

Salary and benefits.

We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, 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. Requests for salaries above the maximum advertised range will not be considered.

We offer a comprehensive benefits package that includes:

• Local Government Pension Scheme (one of the most generous pension schemes in the UK).
• 28 days paid annual leave (with an option to purchase more), giving you have ample time to relax.
• ethical saving options and healthcare plans.
• Discounted gym membership.
• An option to buy a bicycle, including e-bikes and adapted pedal cycles, at a discounted rate.
• 3 days of paid leave each year to volunteer.
• Interest free financing through SmartTech to buy the latest technology
• Discounted shopping with over 2,000 big-name retailers, and more.  

For more information, please visit the benefits page on our career site.

Why join WMCA?

WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home.

We put people and place at the heart of everything we do, working hand in hand with our partners to direct funding where it's needed most. What you do, really matters. Your expertise will help make a big difference, improving people's lives, every day.

Creating an inclusive workplace.

WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We’re a Disability Confident Employer with ‘Leader’ status, committed to interviewing applicants with disabilities who meet all the essential role criteria.

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

Right to Work in the UK

Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Non-UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).