* Hours: 37 per week (full time)
* Contract: Permanent
* Salary: £47,181 - £50,269
* Location: Sheffield (This is a hybrid role with a minimum of 3 days per week in the office)
We're looking for a Customer Information Manager to lead the processing, production, and continuous improvement of customer-facing travel information across South Yorkshire. You'll ensure travellers have the right information at the right time, in the right format, every time. Your leadership will help customers make informed decisions, supporting the region's economic growth, health ambitions, and Net Zero objectives.
This is an exciting opportunity to shape a high-performing, customer-focused service by leading multi-skilled teams across data, design, and technology.
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.
Interviews will be held Week Commencing 16th March
Please note South Yorkshire Mayoral Combined Authority does not hold a sponsorship licence and cannot provide Skilled Worker sponsorship for any roles advertised.
About The Role
In this role, you'll provide strategic and operational leadership for our customer information function. You'll oversee day-to-day delivery, set performance expectations, manage key assets and systems, and champion continuous improvement. Your work will directly influence customer experience, public perception of transport services, and operational efficiency across South Yorkshire.
Key Responsibilities Include
* Lead, manage, motivate, and develop teams responsible for the day-to-day delivery of customer information operations.
* Deliver services that support the MCA's strategic public transport objectives, ensuring customer information meets user needs across all channels.
* Develop, manage, and achieve KPIs for customer experience, operational efficiency, and value for money, driving innovation and improvement.
* Conduct horizon scanning to anticipate customer needs, making informed recommendations to improve accessibility, safety, and quality of information.
* Contribute to the development, implementation, and management of customer information and operational strategies.
* Oversee the impact of customer information services on public perception, reputation, and patronage.
Lead the development of customer information services and Intelligent Transport Systems, ensuring data accuracy and consistent application of brand and accessibility standards across digital and physical assets.
About You
We're seeking a confident leader who can balance strategic thinking with operational delivery. You'll need strong analytical skills, experience managing teams and budgets, and the ability to work across complex environments. If you're passionate about improving customer experience and driving innovation, this role is for you.
Essential
* Degree-level education or equivalent experience leading multi-skilled teams in a customer-facing data environment.
* Proven track record of managing budgets, contracts, and projects.
* Skilled in developing business cases demonstrating return on investment or customer experience improvements.
* Strong analytical skills, able to interpret complex information and present balanced, well-evidenced conclusions.
* Strong people, budget, and resource management skills with experience achieving KPIs and delivering continuous improvement.
* Proven partnership working with internal and external stakeholders, building strong and effective relationships.
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 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 - or include within your application form detailing the adjustment and how it will assist in managing any barriers.