Customer Experience Specialist

West Midlands Combined Authority; Dixons Green; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Shared Cost AVC scheme

28 days paid annual leave (plus others

EV car benefit scheme

Healthcare plans

Discounted gym membership

Will writing and mortgage advice

Bike purchase scheme

Job summary

West Midlands Combined Authority seeks a Customer Experience Specialist to welcome and assist customers at Dudley Interchange and other bus stations across the West Midlands. You will provide ticketing guidance, journey planning and support Swift vending operations.

The role requires empathy, strong communication, and comfort working outdoors in a dedicated on-site team. Flexible hours and a 6-week rolling rota are possible, with a focus on delivering a safe, welcoming customer experience.

Qualifications

• Experience delivering exceptional service in busy customer service environments.
• Strong communication and interpersonal skills under pressure.
• Ability to use tablets and electronic ticketing terminals efficiently.

Responsibilities

• Deliver outstanding customer experience with ticketing, travel and journey planning advice.
• Actively resolve inquiries and complaints, escalating when needed.
• Support Bus Station Manager by flagging operational impacts on customers.

Skills

Customer service

Interpersonal skills

Communication skills

Problem solving

Outdoor work

Tools

Microsoft Office

Tablet devices

Electronic ticketing terminals

Job description

If you are passionate about delivering exceptional customer service and enjoy problem solving and meeting new people, this could be the perfect role for you

We are looking for Customer Experience Specialists, who will put our customers' needs first, providing assistance, support and a welcoming presence on our bus stations.

When a customer needs help, you will be that initial contact. A Customer Experience Specialist is someone knowledgeable, friendly and approachable.

This role offers a varied customer experience, from providing ticketing advice and supporting journey planning, to assisting with products and services such as Swift. Or supporting customers to confidently use self-service solutions. This is a role that makes a real difference to the people that visit our Bus Stations each day.

We are looking for individuals who ideally have experience in a customer facing positions either via a customer service role, hospitality background, or another position involving regular interaction with customers. You will need to be comfortable working outdoors and able to work independently, whilst also working as part of a dedicated on-site team, bringing together customer service and operational expertise to deliver a safe, welcoming and customer-focused environment

We are looking for individuals who are empathetic, patient and have strong interpersonal and communication skills to be successful in this role.

Successful applicants will play a key role in the launch of Dudley Interchange, one of the most significant public transport investments in the region for a generation. As a brand-new facility, the interchange will attract considerable attention from customers, stakeholders, industry partners and public representatives. This is a unique opportunity to be part of a landmark project and help create a positive first impression for everyone who visits.

Shift patterns will be Monday to Saturday, 08.30am - 5.30pm, 3 days a week based on a 6-week rolling roster. On average, you will work 25.5 hours in a customer-facing role with no opportunity for hybrid working. Please note, there may be occasions where working outside normal hours and at other bus stations across the West Midlands is required to meet business needs.

What you will be doing.

• Deliver an outstanding customer experience by proactively providing ticketing, travel and journey planning advice.
• Actively resolve customer enquiries and complaints, escalating where appropriate.
• Support the Bus Station Manager by identifying and highlighting the impact that operational decisions, changes and disruptions may have on the customer experience.
• Promote the use of digital solutions by supporting and coaching customers to use self-service and online services.
• Support the Bus Station Supervisor and Bus Station Manager to ensure Swift vending machines remain operational and available for customer use.
• Work closely with operational colleagues to report and monitor incidents of anti-social behaviour, defective facilities and assets, or unsafe actions by bus operators, contractors and customers.

What's essential.

• Experience of delivering exceptional service in a busy customer service environment
• Strong communication and interpersonal skills and the ability to work well under pressure
• Able to use technology i.e tablet devices and electronic ticketing terminals
• A good knowledge of the West Midlands geography, public transport network and key attractions, destinations and places of interest
• Proficiency in Microsoft Office applications and the ability to accurately record, interpret and utilise information
• Good organisational skills with the ability to manage competing priorities and follow procedures accurately.
• Cultural sensitivity and empathy, with an ability to identify and serve the needs of a range of customers from different backgrounds and experience of helping people with mobility and other impairments, challenges, and requirements

Location.

The role will be based at Dudley Interchange upon opening, with flexibility to work at other bus stations across the West Midlands in line with operational requirements.

Salary and benefits.

We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees. Requests for salaries above the maximum advertised range will not be considered.

• Local Government Pension Scheme (one of the most generous pension schemes in the UK).
• Shared Cost Additional Voluntary Contribution scheme where you can build an additional pot of money alongside your pension with contributions exempt from Income Tax and National Insurance contributions (NICs).
• 28 days paid annual leave (with an option to purchase more) + Statutory days.
• EV car benefit scheme
• Healthcare plans.
• Discounted gym membership, will writing, and mortgage advice.
• An option to buy a bicycle, including e-bikes and adapted pedal cycles, at a discounted rate.
• 3 days of paid leave each year to volunteer.
• Interest-free financing through SmartTech to buy the latest technology
• Discounted shopping with over 2,000 big-name retailers, and more. You can now also obtain a Costco membership through the WMCA.
• Boundless unlocks unlimited entry to top-rated UK attractions and loads of extra benefits and discounts.
• Eye Care Scheme, offering a free eye test and a financial contribution towards your glasses.

For more information, please visit the benefits page on our career site.

Why join WMCA?

WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home.

We put people and place at the heart of everything we do, working hand in hand with our partners to direct funding where it's needed most. What you do, really matters, your expertise will help make a big difference, improving people's lives, every day.

Our Values and Behaviours.

Fostering an environment where people feel valued, included, supported, and proud to contribute to our region is important to us at the WMCA. Our behaviours are more than statements; they guide how we work, make decisions, and treat one another - they set the standards we hold ourselves to and the experience we want others to have.

• Collaborative - We work as one organisation. Together we build trust, connection and shared purpose across teams, partners and residents to create the biggest impact for our region.
• Driven - We are focused on outcomes. We perform at our best to unlock productivity and delivery, achieving the greatest regional impact.
• Inclusive - We value difference. Creating an environment where people belong, and feel psychologically safe, so we can all thrive and shape a West Midlands built for everyone.
• Innovative - We are courageous. We embrace new ideas and challenge the status quo to continuously improve and shape the future of the West Midlands.

Creating an inclusive workplace.

WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We're a Disability Confident Employer with Leader' status, committed to interviewing applicants with disabilities who meet all the essential role criteria.

We are also proud to be a Ban the Box employer, which means we do not ask about criminal convictions at the initial application stage, and will only ask after an offer is made as part of our onboarding checks, which helps us remove barriers for people with past convictions and supporting fair opportunities for all.

We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould.

We gladly consider part-time, flexible, and job share arrangements, so please don't let these factors deter you from applying

Right to Work in the UK

Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Non-UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).

Using Artificial Intelligence (AI)

We cannot stop anyone from using AI to help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application.

Applications that rely too heavily on AI may be rejected during shortlisting. For help on how to write a supporting statement, please visit the FAQs section of our careers site.