Customer Services Advisor

WMJobs; Birmingham; On-site; GBP 14,000 - 19,000; Full time

Job summary

West Midlands Combined Authority (WMCA) is recruiting a Customer Services Advisor to support customers of TfWM transport services from our office in Birmingham. The role focuses on ticketing, travel enquiries, Swift products and concessionary passes, delivering accurate information and excellent service to a high-volume audience.

You will handle calls, use multiple systems, and record notes for follow-up actions.

Qualifications

• Experience in customer service or call handling.
• Experience responding positively to customer complaints and dissatisfaction.
• PC literate with experience using customer systems or databases.
• Ability to handle customer 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 records and interactions are captured using approved systems.
• Achieve first-time resolution wherever possible, meeting 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 and flexibly supporting other customer service activities as required.

Skills

Customer service

First contact resolution

Data handling

Complaint handling

PC literacy

Education

GCSE level

Tools

CRM systems

Job description

West Midlands Combined Authority (WMCA),

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.

Please note, we reserve the right to close any vacancy from further submissions when we have received sufficient applications from which to make a shortlist. Please apply without delay if you wish to be considered for this role.

Anonymised Applications

Your uploaded CV won’t be visible after submission. Our process is anonymised, and only the information in your profile is used for shortlisting. Be thorough in each section. It’s your chance to showcase your skills and experience.

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.

Reasonable adjustments

If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process, please get