Metroline Customer Service Advisor £27,920 per annum pro rata (pay award pending) - Grade 2 Leeds / Hybrid Part time / Permanent - 30 hours per week Closing date – 22 June at 23:55 We’re looking for a friendly and customer focused Customer Service Advisor to join our MetroLine Team. As a Level 2 Advisor based in our contact centre, you will play a vital role in delivering exceptional service across a range of channels – including phone, email, webchat, and social media. Drawing on your previous customer service experience and knowledge of the transport network, you will provide accurate, tailored information around ticketing and travel routes to our customers. As Customer Service Advisor, you’ll handle a variety of enquiries and complaints, aiming to resolve issues quickly and professionally. Your day-to-day responsibilities will include clarifying problems, researching and presenting solutions, and escalating cases where necessary. If you have a passion for helping people and thrive in a fast-paced environment, we’d love to hear from you. Please note that although we operate seven days a week and offer flexible working hours for our team, this role does not require any weekend work. Our Offer Alongside a competitive salary, we offer an excellent benefits package including: * 28 days Annual Leave (increasing upon years of service) plus Bank Holidays * Generous Employer-Contribution Pension Scheme * Free Travel on rail and buses across West Yorkshire with the M-Card (Zones 1-5) * Flexible Working Practices with Health & Wellbeing initiatives, including agile working options, as well as a generous flexi-time scheme to ensure you achieve the best work/life balance and career goals. * Bright, airy, modern office space, with all latest technology, just a 2-minute walk from Leeds Train Station. The Role: Reporting to the Metroline Team Leader, your key responsibilities will include: * Delivering face-to face customer service, providing help and guidance on journey planning queries, selling full range of tickets and passes, handling cash and operating tilling systems in line with agreed procedure. Selling the full range of Metro and third-party tickets using the Haven tilling system and processing applications for all Metro concessionary passes. * Training and mentoring 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. You will also have a good working knowledge of the Real Time and disruption messaging tool. * Undertaking relief Team Leader duties on a rota basis to ensure adequate cover for all operational hours by monitoring call levels, issuing breaks, dealing with sick leave and other last-minute absences. * Ensuring new members of the team provide a consistent level of service in line with agreed standards and targets. Planning and implementing route learning journeys to improve knowledge of West Yorkshire. * Cover at the Combined Authorities head office reception and at any of our Travel Centres in West Yorkshire. Please review the Role Profile on our website for more information about the responsibilities. About You You will have the following key skills, attributes, education and experience: * Educated to GCSE level or equivalent relevant education. * Relevant experience in a customer service role, demonstrating the ability to manage a high volume of customer interactions effectively. * Competent in the use of ICT systems and applications relevant to customer service functions (e.g. CRM systems, email, MS Office). * Ability to manage and resolve customer complaints professionally and in a timely manner. To Apply If this sounds like your next role, please complete the application form 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