Bee Network Customer Service Assistant

TfGM Greater Manchester (Piccadilly Place); Manchester; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Generous annual leave

Free travel on buses

Pension scheme

Flexible / hybrid working

Job summary

TfGM Greater Manchester is seeking a Bee Network Customer Service Assistant to welcome customers and help them travel confidently across the Bee Network. You will be based at a busy interchange, delivering excellent service and assisting with journey planning, accessibility needs, and general enquiries to ensure a positive travel experience.

The role offers varied shifts including evenings, weekends, and bank holidays, with flexible patterns where possible.

Qualifications

• Experience delivering excellent customer service in a people-facing environment.
• Strong communication and interpersonal skills with diverse customers.
• Positive, approachable and helpful attitude.
• Ability to stay calm and adapt to changing priorities.
• Good digital skills using mobile devices and Microsoft applications.
• Understanding of Bee Network and improving customer experiences.

Responsibilities

• Provide information and help customers navigate the Bee Network.
• Answer questions and assist with journey planning and accessibility needs.
• Support customers to ensure a positive experience and safety.
• Interact with a diverse range of people across Greater Manchester.

Skills

Customer service experience

Communication skills

Interpersonal skills

Digital skills

Problem solving

Tools

Outlook

Word

Teams

Job description

Be the welcoming face of the Bee Network

Do you enjoy working with people, being out and about, and making a real difference to your community? If so, we'd love you to join us as a Bee Network Customer Service Assistant.

This isn't your average customer service role. You'll be the welcoming face of the Bee Network, helping customers travel confidently, supporting safe and accessible public transport, and making a positive difference to people's journeys every day.

Your Role

You'll be based at one of our busy Bee Network interchanges, working closely with colleagues across the organisation to support customers and ensure they have a positive experience using public transport.

As a visible and approachable presence, you'll provide information, answer questions and help customers navigate the Bee Network. Whether you're assisting with journey planning, supporting someone who requires additional assistance or responding to customer enquiries, you'll be focused on delivering excellent service and putting customers first.

No two days are the same and you'll have the opportunity to interact with a diverse range of people while helping us deliver a reliable and accessible transport network for Greater Manchester.

These vacancies include working shift, which may include evenings, weekends and bank holidays.

Shift duty hours run between:

• Monday to Saturday: 7am to 11pm
• Sunday: 10am to 5pm
• Bank Holidays: 10am to 6pm

We are looking to offer a variety of working patterns to suit different lifestyles, including full time, part time, and flexible opportunities where operationally possible.

For more info see Job Profile below.

Who are we?

Facilities Operations are responsible for the safe operation of TfGM's operational sites and for providing face-to-face support to Bee Network customers.

As one of our frontline teams, we play a crucial role in helping deliver an integrated, accessible and reliable transport network for Greater Manchester. We work hard to ensure our services, facilities and interchanges remain safe, welcoming and accessible, while putting customers at the heart of everything we do.

What you’ll bring

What you do and how you do it is important whatever type of role you work in at TfGM and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.

We're looking for people who can demonstrate:

• Experience of delivering excellent customer service in a customer-facing or people-focused environment.
• Strong communication and interpersonal skills, with the ability to engage confidently and professionally with a diverse range of customers.
• A positive, approachable and helpful attitude.
• The ability to remain calm and respond effectively when faced with changing priorities or challenging situations.
• Good digital skills and confidence using mobile devices and Microsoft applications such as Outlook, Word and Teams.
• An understanding of the Bee Network and a passion for improving customer experiences across Greater Manchester.

What we can offer you

We offer a competitive salary starting from £29,923 per annum (pro rata for part time hours) plus a shift allowance of either 12.5% or 15% depending on shift patterns.

Through this advertisement, we will be populating a talent pool for opportunities at our hubs across Greater Manchester that may become available over the next 6 months. These could also be fixed term or permanent positions.

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our benefits include:

• Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
• Free travel on buses across Greater Manchester, plus rail or Metrolink travel for your commute, and access to our Electric Vehicle salary sacrifice scheme.
• Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
• Enhanced family-friendly leave policies including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
• Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website

What's next?

Please note we may close the advert early if we receive a high volume of applications.

NOTE TO AGENCIES we will be accepting direct applications only for this role. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral CV.

Supporting Documents

Bee Network Customer Service Assistant