Hybrid Transport Customer Advisor

Wollborg Michelson Personnel Service Inc; Birmingham; Presencial; GBP 14.000 - 19.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service

First contact resolution

Data handling

Complaint handling

PC literacy

Educación

GCSE level

Herramientas

CRM systems

Descripción del empleo

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.