Customer Experience Specialist

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

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.

Please note, this is a part-time position. Successful candidates will work an average of 25.5 hours over 3 days, Monday to Saturday, 08.30am - 5.30pm based on a 6-week rolling rota. As this is a customer facing role there are no opportunities for hybrid working. There may also be occasions when you are required to work outside normal hours or at other bus stations across the West Midlands 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 bus station colleagues 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.

Whats 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.