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. On average, you will work 18.5 hours a week. Due to the nature of this role, occasional working outside of normal hours will be required. Occasionally, you may also be required to work at other bus stations across the West Midlands.
Please note that this is a fixed term contract until March 2026.
What you will 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.
What's essential
* 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
Location.
The location for this role is West Bromwich Bus Station. There will be occasions where you will be expected to work from Wednesbury Bus Station.
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).
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