Customer Service Advisor
£27,920 per annum, pro rata (pay award pending) - Grade 2
Leeds / Hybrid
Part time / 30 hours per week
Closing date – 16 December at 23:55
Please note that the Combined Authority will consider requests for part-time working and/or job share.
We currently have a vacancy for a Customer Service Advisor to join our MetroLine team on a part time basis.
As Customer Service Advisor, you will play a vital role in supporting customers across West Yorkshire by providing clear and tailored travel information through telephone, email, webchat, and social media, ensuring that every interaction meets agreed service standards and customer needs. You will use your knowledge of the transport network, ticketing, and concessionary schemes to respond to queries, resolve issues, and escalate concerns where necessary, delivering excellent customer service across all communication channels. There may also be occasional opportunities to provide cover at our Travel Centres in West Yorkshire, where you will deliver professional face-to-face support, assist with journey planning queries, sell tickets and passes, handle cash, and process concessionary applications using the Haven tilling system.
This role offers flexibility through hybrid working and is ideal for someone seeking a mix of weekday and weekend shifts, with the proposed working days being Tuesday, Thursday, Friday, and Saturday. Working days can be discussed at interview. Sundays are not required, making this a balanced option for those looking to fit work around other commitments.
With opportunities for training and internal progression, this is an excellent role for anyone who wants to develop their career in a supportive environment where your contribution makes a real difference to customers. Previous experience in customer service, whether in a contact centre, retail, webchat, or similar environment is ideal, as we are looking for a Customer Service Advisor with a genuine passion for helping people and delivering outstanding service.
Our Offer
· Work your way – From flexible and agile working options, including a generous flexi-time scheme to help you balance your personal life and career.
· Time to recharge – Enjoy 28 days of annual leave (with increases based on length of service), plus all Bank Holidays.
· Free greener travel across West Yorkshire – Cover your commute sustainably with unlimited free bus and rail travel using the MCard (Zones 1–5).
· Secure your future – Benefit from a highly competitive Local Government Pension Scheme.
· Investing in you – Take advantage of fully funded professional development, regular training, and up to 3 paid volunteering days per year.
· Grow with us – Incremental salary progression for most roles and annual cost of living increases.
· Family first – We offer enhanced parental and bereavement leave, plus other family-friendly policies to support you when it matters most.
· Your wellbeing, our priority – Access 24/7 free confidential counselling services and the Headspace app for you and up to 5 family or friends.
· Modern workspace in a prime location – Work in bright, contemporary offices just a 2-minute walk from Leeds Train Station, fully equipped with the latest tech.
The Role
Reporting into the MetroLine Team Leader, your key responsibilities will include:
· Providing tailored information to customers via telephone, email, webchat and social media in line with agreed standards and targets that meets the needs of customers.
· Training and supporting new members of staff in the use of the ACD telephone system, the customer relationship management (CRM) system, webchat, and the MetroLine Twitter and Facebook feeds via demonstrations, job shadowing and face-to-face briefings.
· Provide temporary relief for Team Leaders ensuring adequate cover for all operational hours by monitoring call levels, issuing breaks, dealing with sick leave and other last-minute absences.
Please review the Role Profile for more information about the responsibilities. About You
You will have the following key skills, attributes, education and experience:
· Relevant experience in a customer service role, demonstrating the ability to manage a high volume of customer interactions effectively.
· Previous experience and competence in the use of ICT systems and applications relevant to customer service functions (e.g. CRM systems, email, MS Office).
· Demonstrate flexibility in your approach to work.
· Be educated to GCSE or have equivalent relevant education/experience.
To Apply
If this sounds like your next role, please complete the application form on our website and tell us within the supporting statement why you would be a great fit for our role and how your skills, knowledge and experience align with the requirements within the Role Profile. Please visit our Advice for Candidates webpage and review the guidance on this page for support in completing your application form.
Further Information
The Combined Authority is passionate about creating an inclusive workplace that promotes and values diversity. We know through experience that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better outcomes. We welcome applications irrespective of people's age, disability, neuro-divergence, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, pregnancy or maternity, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustments for people who have a disability and/or who are neuro divergent. To find out more about inclusivity at the West Yorkshire Combined Authority please visit our dedicated webpage.
Under the Disability Confident Scheme, applicants with a disability are guaranteed an interview, subject to the minimum criteria being met. Please note that whilst it is our policy to recruit at SP1 for all appointments, which is the salary stated above, each role includes career salary progression, with incremental increases applicable in most cases on an annual basis