Bus Station Customer Experience Champion

West Midlands Combined Authority; Dudley; On-site; GBP 1,653,000 - 2,480,000; Part time

Job summary

West Midlands Combined Authority is seeking Customer Experience Specialists to deliver exceptional service at our bus stations, providing ticketing guidance, journey planning support and a welcoming presence. You will be the first contact for customers, comfortable outdoors, and work as part of an on-site team to create a safe, customer-focused environment.

This role plays a part in the Dudley Interchange opening and daily operations.

Qualifications

• Experience delivering exceptional service in a busy customer service environment.
• Strong communication and interpersonal skills and the ability to work well under pressure.
• Ability to use technology such as tablet devices and electronic ticketing terminals.
• Good knowledge of West Midlands geography, public transport network and attractions.
• Proficiency in Microsoft Office applications and ability to record and interpret information.

Responsibilities

• Deliver an outstanding customer experience by providing ticketing, travel and journey planning advice.
• Actively resolve customer enquiries and complaints, escalating where appropriate.
• Support the Bus Station Manager by highlighting the impact of operational decisions on the customer experience.
• Promote the use of digital solutions by coaching customers to use self-service and online services.
• Support bus station colleagues to ensure vending machines remain operational for customer use.
• Work with operational colleagues to report incidents and unsafe actions taking place.

Skills

Customer service experience

Communication skills

Ability to work under pressure

Interpersonal skills

Empathy

Tools

Tablet devices

Electronic ticketing terminals

Microsoft Office

Job description

West Midlands Combined Authority is seeking Customer Experience Specialists to deliver exceptional service at our bus stations, providing ticketing guidance, journey planning support and a welcoming presence. You will be the first contact for customers, comfortable outdoors, and work as part of an on-site team to create a safe, customer-focused environment.

This role plays a part in the Dudley Interchange opening and daily operations.