Please Note: The application deadline for this job has now passed.
Are you passionate about delivering outstanding customer service and making a real difference in people's lives? If so, we want to hear from you! We're looking for a friendly and dedicated Customer Service Adviser to be the first point of contact for users of our on-demand and pre-bookable bus services, such as Ring and Ride.
This is a fixed term role until 31 March 2025. Whilst there are no guarantees, there is every chance this will extend beyond this.
What You'll Do:
As a Customer Service Adviser, you'll play a key role in ensuring our customers have a smooth and enjoyable experience. You'll handle inbound and outbound calls, respond to emails, and manage complaints with care and professionalism. Your day-to-day responsibilities will include:
Customer Interaction: Provide high-quality service throughout the customer lifecycle, including registration, journey booking, travel advice, and aftercare.
Accuracy & Safety: Ensure all bookings and information provided are accurate to maintain high customer satisfaction and safety.
Digital Systems: Use various digital systems to book journeys and record customer interactions with precision.
Real-Time Support: Offer immediate assistance when journeys are disrupted, liaising with service providers to arrange alternative transport when needed.
Self-Service Guidance: Assist customers with using our self-service options, including the booking app, by guiding them through the registration and booking process.
Email Handling: Respond to email requests with prompt and accurate information.
What We're Looking For:
We believe in hiring the right people to help our customers. Here’s what will make you stand out:
Experience: Previous experience in customer service or call handling is essential. Experience in the public transport industry is a bonus but not required.
Problem Solving: Ability to handle customer complaints positively and find resolutions quickly.
Communication Skills: Customer-centric with excellent phone etiquette and the ability to provide a first-time resolution.
Attention to Detail: Ability to handle and process customer data accurately in a busy environment.
Local Knowledge: Understanding of the West Midlands geography is a plus.
Ready to make a difference? Apply today and become a part of a team that puts customers first!
How to apply.
On clicking ‘apply for this job’, you will be prompted to register for an account, which you can do using your name and email address. You will have the opportunity to upload a CV when registering. Uploading your CV will auto-populate the employment and education sections of your profile. Please note, we do not see your CV once you have submitted your application. Our shortlisting decisions are based on what you tell us in your profile - and so it is important to check the information is correct and format your profile so that it really stands out. You will be asked to provide a supporting statement which should fully outline your suitability for the role, highlighting how your skills and experience match the essential job criteria. If you already have one that you have prepared earlier, you can simply copy and paste this into the application form. For more information on how to apply, please visit the FAQ page on our career site.
Reasonable adjustments.
If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process (for example, you might need to submit your application in a different format), please get in touch with our Recruitment Team. We are here to assist and accommodate your needs.
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. Requests for salaries above the maximum advertised range will not be considered.
We offer a comprehensive benefits package that includes a Local Government Pension Scheme (one of the most generous pension schemes in the UK), 28 days paid annual leave (plus an option to purchase more!), ethical saving options and healthcare plans, paid volunteering days, free financing for 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.
Location and working pattern.
This is a hybrid role which requires you to be full time on site here at 16 Summer Lane for a minimum of 2 days per week. However please note the first four weeks will be fully on site. The work involves working a shift pattern which will cover 8am until 6pm Monday to Friday (starting at either 8am or 10am) and 8am until 4pm on Saturday. Typically, you can expect to work on average 1 in every 3 Saturdays as part of your agreed shift.
Creating an inclusive workplace.
We are dedicated to creating a diverse, inclusive, and authentic workplace that reflects the communities of the West Midlands region. We believe that building a team with varied backgrounds and experiences will benefit us as an employer and enhance our work.
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. 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.
Right to Work in the UK
WMCA has a legal responsibility to ensure that all its employees have the legal right to work in the UK. Therefore, if you are made an offer of employment, this will be subject to WMCA verifying that you are eligible to work in the UK before you start work.
Visa Sponsorship Eligibility
WMCA is unable to sponsor the employment of international workers under the Skilled Worker route for this role. Applications are welcome from candidates who can demonstrate an alternative right to work in the UK.
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.
