Description
* Hours: 37 hours
* Contract: 1x permanent, 1x 15 month fixed term contract
* Salary: £26,919 - £28,658
* Location: Sheffield
(This is a hybrid role with a minimum of 3 days per week in the office)
We are seeking 2 Customer Support Assistants (1 permanent, 1 on a fixed term basis) to provide accurate, timely and efficient information to a wide range of customers across South Yorkshire.
Applications must be accompanied by a cover letter to detail how you meet the criteria as detailed within the role profile. (please see role profile attached). Please note, all applications should be made directly via our careers portal .
We anticipate that interviews will take place the week commencing 8 June.
About the role
As a Customer Support Assistant, you will handle a wide range of customer enquiries and requests, providing accurate, timely and efficient information across multiple channels, including phone, email, web, social media and face-to-face. You will use SYMCA’s Customer Relationship Management (CRM) system to handle enquiries, orders, payments, complaints and applications for public transport products.
You will be a key contributor to a high-quality customer experience, ensuring customers receive clear, consistent and helpful support. This includes maintaining accurate customer records, using standardised responses for low-complexity queries, promoting digital and self-service channels, and supporting continuous improvement by identifying trends and issues.
Working closely with colleagues, stakeholders and transport operators, you’ll help ensure customer expectations are met while upholding GDPR, confidentiality, health and safety and other regulatory requirements. You will also support the secure handling of personal data, cheques and postal orders, as well as the smooth operation of customer-facing systems and assets. In addition you will support the processing of concessionary passes, ensuring attention to detail, accuracy and efficiency at all times.
About you
We are looking for someone who is organised, detail-focused, and able to manage a varied workload.
You will:
· Communicate clearly and confidently, both verbally and in writing
· Be able to work independently while also contributing positively to a team
· Have strong organisational skills and the ability to prioritise tasks effectively
· Be comfortable working with data and producing accurate information
· Be comfortable using a variety of IT systems, including Microsoft Office or CRM systems
· Take a proactive and flexible approach to your work
· Build positive working relationships with a wide range of stakeholders
A professional and adaptable approach, along with a commitment to high standards, will help you succeed in this role.
Benefits
All colleagues have access to a Local Government Pension Scheme and the chance to be part of an organisation where you can really make a difference. Located in Sheffield City Centre, we are well-placed for transport links and encourage employees to take advantage of the active travel facilities. Work/life balance is extremely important to us here at SYMCA with our recognised family/friendly policies, genuine work flexibility, recognition, and shared success.
In addition to the above, some of our benefits include -
Holiday Entitlement – From 28 to 36 days annual leave entitlement (depending on length of service) plus bank holidays. Pro-rata for part time colleagues.
Annual Leave Purchase Scheme – The ability to purchase up to a further 15 days per year in additional to your normal annual leave
Hybrid working – Our offices are a space where we come together and collaborate. Most of our roles are offered on a hybrid basis with the exception of some support roles being onsite full time. Please note, unless specified within the job advert, we cannot accommodate remote working contracts.
Flexible Hours Scheme – Most roles within SYMCA work under the Flexi-Scheme which allows office-based employees’ flexibility and discretion over their working hours. Under the scheme employees can accrue a defined amount of credit or debit of working hours, and to take time-off in the form of Flexi-Leave or banked Annual Leave.
Rewarding You - Reducing everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more with Reward Gateway and Cycle-to-Work schemes.
Training on the job - Support with upskilling skills through on-the-job training and qualifications
Professional Membership Fees – Where membership to Professional bodies is applicable to your role, SYMCA will reimburse your membership fees where applicable and following approval by Line Management.
Diversity at South Yorkshire Combined Mayoral Authority
Our workforce is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.
All employees are eligible to request Flexible Working arrangements from day one of employment as such all requests will be considered subject to operation requirements.
Where candidates share disabilities within the application process, if they demonstrate that they meet all essential criteria from the Role Profile within their application, they will automatically be invited to interview.
If you require any reasonable adjustments throughout the process, please contact recruitment@southyorkshire-ca.gov.uk or include within your application form detailing the adjustment and how it will assist in managing any barriers.
The South Yorkshire Mayoral Combined Authority (SYMCA) brings together the local authorities of Barnsley, Doncaster, Rotherham and Sheffield and to serve the communities and businesses of South Yorkshire. From transport to housing, from business growth to skills, the SYMCA has a great story to tell. We have ambitions to deliver recovery and renewal for people, businesses and places across South Yorkshire.
In recent years significant funding has been secured through the Transforming Cities Fund and a devolution deal, and further funding has recently been secured through the region’s City Region Sustainable Transport Settlement. As a result we have a large and growing capital programme to deliver in support of the South Yorkshire Mayoral Combined Authority Mayor’s 2040 vision for transport. Join our workforce of talented people who love working together – and are proud of the work they do. Progression here can take you in all kinds of directions.
This is what a career at South Yorkshire Mayoral Combined Authority is like, and this is where yours starts.
South Yorkshire Mayoral Combined Authority (SYMCA) is currently in the process of reviewing its terms and conditions of employment including pay and grading. As part of this project, the post advertised may be subject to changes in the near future. All changes and any impact on individual posts will be discussed further should you be successfully appointed to the position you have applied for.
Please note that SYMCA follows a structured salary grading system for all roles, and the offered salary for each post will be at the starting point within the specified grade. We value the skills and experience of potential candidates, and there will be opportunities for salary enhancements as you grow within South Yorkshire Mayoral Combined Authority.
South Yorkshire Mayoral Combined Authority does not hold a sponsorship licence and cannot provide Skilled Worker sponsorship for any roles advertised.
Please note, we reserve the right to close adverts earlier than indicated on the Job Advert should we receive a high volume of applicants.
All applications must be submitted directly via our Careers Website