Customer Services Advisor

West Midlands Combined Authority (WMCA); Birmingham; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Shared Cost AVC

28 days paid annual leave

EV car benefit scheme

Healthcare plans

Discounted gym membership

Costco membership

Job summary

West Midlands Combined Authority (WMCA) is seeking a Customer Service Advisor to support customers with ticketing, travel enquiries and information across WMCA transport products. This office-based role in Birmingham offers hybrid working and a rota-based shift pattern.

You will handle high volumes of inbound calls, log clear notes, and aim for first-time resolution while delivering accurate information and excellent service to customers across the region.

Qualifications

• Customer service or call handling experience.
• Experience responding positively to customer complaints and dissatisfaction.
• PC literate with experience using customer systems or databases.
• Ability to handle customer telephone calls with a first-time resolution approach.
• Ability to handle and process customer data in a busy service led environment.
• Education to GCSE level.

Responsibilities

• Act as the first point of contact for customers, resolving telephone and digital enquiries efficiently while delivering a consistently high-quality customer experience.
• Provide accurate and compliant information across WMCA transport products and services, ensuring customer records and interactions are correctly captured using approved systems.
• Achieve first-time resolution wherever possible, meeting agreed performance targets, quality standards, and customer satisfaction measures.
• Work collaboratively with internal teams and external service providers to resolve customer issues promptly and effectively.
• Support service efficiency by promoting self-service options, contributing to value for money, and flexibly supporting other customer service activities as required.

Skills

Customer service

Call handling

Complaint handling

PC literacy

Data handling

Education

GCSE level

Tools

CRM systems

Job description

Join Transport for West Midlands and help keep the region moving. TfWM connects communities through buses, trams, trains, ticketing and wider transport initiatives that support millions of journeys each year.

As a Customer Services Advisor, you’ll play an important role in that mission by supporting customers who rely on these services every day. You’ll help with ticketing, travel enquiries, Swift products and concessionary travel passes, ensuring customers receive accurate information and excellent service.

You’ll handle a high volume of inbound calls, use multiple systems to resolve queries efficiently, and record clear notes for follow-up actions. There may also be opportunities to support customers through email and web chat as the service continues to grow.

This is a fast-paced contact centre role suited to someone who enjoys helping people, solving problems and staying calm under pressure. We’re looking for confident communicators with strong digital skills, attention to detail and a genuine desire to help people.

You don’t necessarily need to come from a customer service background, but you’ll need to be willing to learn and committed to providing a great experience for our customers. Your work will directly support TfWM’s reputation, helping customers travel confidently across the region.

Shift Pattern.

Our Contact Centre is open Monday to Friday, 8:00am to 6:00pm. Shifts are rota-based and will be agreed by your line manager.

• 8:00am to 4:00pm
• 10:00am to 6:00pm

The service also operates on Saturdays from 9:00am to 1:00pm. You’ll be required to work 1 in 4 Saturdays, with time off in lieu provided during the week.

Interview Process.

Assessment centres will take place week commencing 23rd November 2026.

Location.

The location for this role is 16 Summer Lane, Birmingham, B19 3SD. This is an office based role with opportunities for hybrid working in line with business needs.

What you'll be doing

• Act as the first point of contact for customers, resolving telephone and digital enquiries efficiently while delivering a consistently high-quality customer experience.
• Provide an accurate and compliant information across WMCA transport products and services, ensuring customer records and interactions are correctly captured using approved systems.
• Achieve first-time resolution wherever possible, meeting agreed performance targets, quality standards, and customer satisfaction measures.
• Work collaboratively with internal teams and external service providers to resolve customer issues promptly and effectively.
• Support service efficiency by promoting self-service options, contributing to value for money, and flexibly supporting other customer service activities as required.

What’s essential.

• Customer Service or Call Handling Experience.
• Experience of responding positively to customer complaints and dissatisfaction.
• PC literate with experience of using customer systems or databases.
• Ability to handle customer telephone calls with a first-time resolution approach.
• Ability to handle and process (customer) data in a busy service led environment.
• Education to GSCE level.

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,andmortgage 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 Costcomembership through the WMCA.
• Boundlessunlocks unlimited entry to top-rated UK attractions and loads of extra benefits and discounts.
• EyeCare 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

Sponsorship / Right to work requirements

We welcome applications from all suitably qualified candidates, however, Skilled Worker visa sponsorship will only be considered for roles that meet our defined business-critical criteria and relevant sponsorship requirements. This role does not meet that threshold and we are therefore unable to offer sponsorship. Applicants must have the appropriate right to work in the UK before applying.

Redeployment

As part of our commitment to supporting colleagues who are at risk of redundancy, priority consideration may be given to eligible colleagues seeking redeployment. Where a suitable redeployment candidate is identified, we reserve the right to close this vacancy early.

Attached documents

Customer Service Advisor - JD.pdf