Customer and Community Engagement Coordinator

KeolisAmey Metrolink; Manchester; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading light rail network provider is looking for a Customer and Community Engagement Coordinator in Manchester. The role focuses on ensuring customer satisfaction, resolving inquiries efficiently, and supporting community initiatives. Candidates should have a strong background in customer service or community engagement, exceptional organizational skills, and the ability to communicate effectively. This position offers full-time hours and includes attractive perks like free tram travel and professional development opportunities.

Benefits

Free Tram Travel

Discounts at major retailers

Enhanced maternity and paternity pay

Wellbeing support including counselling

Focus on career pathways and professional fees covered

Qualifications

• Experience in a customer service or administrative support role.
• Experience coordinating events or community engagement activities.
• Strong organizational skills and ability to manage multiple priorities.
• Experience working with data and reporting to support improvements.
• Confident communicator capable of building effective working relationships.

Responsibilities

• Manage customer complaints and ensure KPI compliance.
• Oversee lost property processes and record management.
• Coordinate customer travel assistance and claims.
• Analyze feedback to identify improvements.
• Plan and deliver community and school events.

Skills

Customer service

Community engagement

Organizational skills

Communication

Data analysis

Job description

Overview

Customer and Community Engagement Coordinator KeolisAmey Metrolink•Manchester, UK

Join our team at Keolis Amey Metrolink (KAM), the largest light rail network in the UK!

Two fantastic opportunities have arisen to join KAM as our Customer and Community Engagement Coordinator, playing a key role in ensuring customers have a positive, supportive and inclusive experience of Metrolink services.

As part of the Customer & Growth team, you’ll be the day-to-day link between KAM and Transport for Greater Manchester’s (TfGM) Bee Network Contact Centre, helping to resolve customer enquiries, complaints and requests efficiently and professionally. From managing customer contacts and lost property, to coordinating travel assistance for customers with additional needs and supporting meaningful engagement with schools and communities, your work will make a real difference to how customers experience our network.

You’ll work closely with colleagues across KAM, TfGM and external partners to resolve issues, identify improvements and deliver activities that strengthen how people experience our services. Whether you’re organising customer and community engagement activities, coordinating essential services, or helping to recognise the great work of our people, your contribution will directly support our vision of delivering a network that is safe, inclusive, and centred around the needs of the communities we serve.

You’ll join a supportive and collaborative team that values inclusion, wellbeing and continuous improvement where you’ll play an important role in delivering a network that is safe, welcoming and responsive to the communities it serves. If you enjoy solving problems, supporting people and contributing to meaningful outcomes for customers and communities, this is an excellent opportunity to develop your skills and grow your career with KAM.

Key responsibilities

• Manage customer complaints referred by TfGM, ensuring cases are logged, investigated, and responded to within agreed KPIs, while building strong relationships with stakeholders to improve customer experience and support service improvements
• Oversee the lost property process, including registration, investigation, secure storage, cash handling and transfer to TfGM
• Coordinate customer travel assistance requests and carry out initial triage of customer claims, referring matters to the appropriate departments
• Analyse customer feedback and trends to identify root causes and implement corrective actions, as well as review customer commendations to support internal recognition
• Support the planning, coordination and delivery of customer, community, school and careers events, including scheduling, logistics, resource preparation, stakeholder coordination and post-event recording and reporting
• Contribute to a high-performing and inclusive team by meeting objectives, standards and KPIs, promoting a zero-tolerance approach to inappropriate behaviours and escalating concerns when required
• Promote a customer-centric approach to ways of working, contributing to positive customer outcomes and continuous service improvement
• Undertake general administrative duties, including raising purchase orders, processing invoices for payment, maintaining accurate records, ordering merchandise and supporting the preparation of departmental reports

What you’ll bring

• Experience in a customer service, community engagement or administrative support role, with the ability to manage customer feedback, complaints and enquiries effectively
• Experience coordinating events, school visits or community engagement activities, including planning, logistics and stakeholder coordination
• Strong organisational skills with proven ability to manage multiple priorities, maintain accurate records and ensure compliance with data protection and confidentiality requirements
• Experience working with data, reporting and insight to support service improvement and champion the customer voice
• Confident communicator with the ability to build effective working relationships and use initiative to resolve issues, escalating where appropriate
• Comfortable working every other Sunday on a rota basis

The closing date for applications: 23 January 2026

Depending on the level of applications for this role we may close the advert earlier, therefore we encourage you to submit your application early.

What we will offer you

• Salary is £30,000 per annum, depending on experience
• Two Trafford based opportunities 1 x permanent & 1 x 9 months secondment, working full time 37.5 hrs per week
• Free Tram Travel for all our colleagues, plus a sponsored pass for an immediate family member
• Access to Amazing Discounts at major retailers including Asda, Currys PC World, John Lewis and many more
• Family Friendly Policies including enhanced maternity and paternity pay
• Wellbeing Support including a free counselling, health checks and Employee Assistance Programme
• Supporting your development focusing on career pathways and professional fees covered if required for role

Our Commitment to you

At KAM, we celebrate the diversity of our customers, communities, and colleagues, and strive for a workforce which is equitable, inclusive and representative of the communities we serve and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, and sexual orientation to apply. We look forward to receiving your application.

We live our values of “We Care, We Commit, We Imagine” through our behaviours and we strongly believe that diverse perspectives drive innovation and create an environment where individuals can imagine that anything is possible. We care about our people, and we fully commit to creating an inclusive environment where our people feel valued, respected and empowered to thrive.

We recognise the importance of flexibility in the workplace and where possible, we will do our best to consider alternative working patterns or flexible arrangements to help you balance work and life in a way that works for you and the business. If you’d like to discuss before applying, please feel free to contact our recruitment team.

To ensure you are given the best opportunity to succeed in the recruitment process, please let us know if you will require any support or reasonable adjustments. You can contact our team here .

Pre-employment checks

If you are successful, we will need to complete several pre-employment checks prior to you starting. These include.

• Proof of address
• Evidence of right to work in the UK
• References from previous employment or studies from the last 3 years
• Pre-employment medical (level subject to role)
• Criminal Records self-declaration check, in line with the Rehabilitation of Offenders Act (1974)