Customer Support Officer

TfGM Greater Manchester (Piccadilly Place); Manchester; On-site; GBP 30,000 - 32,000; Full time

Benefits offered by this job

Generous annual leave

Free travel across GM

Pension scheme with life cover

Enhanced family-friendly leave & flexi

Wellbeing and career development

Job summary

Transport for Greater Manchester (TfGM) in Greater Manchester is seeking Customer Support Officers to join our Customer Contact Centre and serve as the first point of contact for customers and stakeholders. You’ll handle a wide range of enquiries by phone and in writing, including travel passes, Local Link reservations, and Bee Network queries, offering journey planning advice.

You’ll work a flexible rota between 7am and 8pm on weekdays and 8am to 8pm on weekends, with a 12.5% shift allowance.

Qualifications

• Excellent written and verbal communication skills, able to adapt to different customers.
• Experience in a customer contact centre or similar environment.
• Confidence using multiple systems, including Microsoft Office.
• Strong teamwork with the ability to work independently.
• Willingness to learn and grow in the role.
• Ability to work flexible rota between 7am-8pm Mon-Fri and 8am-8pm weekends; 12.5% shift allowance.
• Interest in public transport and Bee Network desirable.

Responsibilities

• Be first point of contact for customers and stakeholders.
• Handle enquiries by phone and in writing, including travel passes and Bee Network queries, reservations and payments.
• Provide journey planning advice to customers and supporters of TfGM services.

Skills

Communication skills

Customer contact centre

MS Office

Team player

Willingness to learn

Shift work

Public transport knowledge

Job description

Your role

Do you have strong customer service skills, great attention to detail, and a desire to progress your career? We’re building a talent pool of Customer Support Officers as we anticipate a range of permanent and fixed term opportunities becoming available.

As a Customer Support Officer, you’ll be part of TfGM’s Customer Contact Centre and will act as a first point of contact for customers and stakeholders across Greater Manchester. You’ll handle a wide variety of enquiries by phone and in writing, including issuing travel passes, making Local Link journey reservations, supporting contactless payments queries, providing journey planning advice, and responding to Bee Network related enquiries. No two days are ever the same you’ll be right at the heart of how people experience transport across Greater Manchester.

For more detail, please see the Job Profile below.

Who are we?

At Transport for Greater Manchester (TfGM), we’re passionate about keeping Greater Manchester moving and growing. Delivering exceptional customer service is central to what we do, and our Customer Contact Centre plays a vital role in supporting customers every day.

You’ll be joining a friendly, inclusive and dynamic team with a wide range of skills and experience. It’s a busy environment, but also a rewarding one so if you bring resilience, enthusiasm and energy, you’ll feel right at home in a team that truly reflects TfGM’s values.

What you’ll bring

At TfGM, what you do and how you do it matters. Our values of Deliver, Care and Adapt guide everything we do, and even small actions can make a big difference.

You’ll bring:

• Excellent written and verbal communication skills, with the ability to adapt your style to suit different customers
• Experience working in a customer contact centre, call centre or similar customer-focused environment
• Confidence using multiple systems at the same time, including Microsoft Office
• A positive, collaborative approach as a strong team player, alongside the ability to work effectively on your own
• A willingness to learn, develop and grow in your role
• The ability to work flexibly on a rota system between 7am and 8pm Monday to Friday and 8am to 8pm at weekends for which you will receive 12.5% shift allowance.
• An interest in, or knowledge of, public transport and the Bee Network would be desirable but not essential

What we can offer you

Over the coming months, we expect a number of permanent and fixed term Customer Support Officer opportunities to become available for people who want to be part of something great and join our teams. As a result, we’re recruiting to a talent pool of successful candidates for roles we anticipate will be coming up.

We offer:

• A supportive and welcoming team environment
• A comprehensive training programme and a dedicated buddy to help you settle in

The salary for this role ranges from £29,836 to £31,762 per annum plus 12.5% shift allowance for working shifts.

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our benefits include:

• Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
• Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
• Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
• Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
• Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website