Hybrid Transport Customer Service Advisor

West Midlands Combined Authority (WMCA); Birmingham; Híbrido; GBP 23.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Local Government Pension Scheme

Shared Cost AVC

28 days paid annual leave

EV car benefit scheme

Healthcare plans

Discounted gym membership

Costco membership

Descripción de la vacante

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.

Formación

• 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.

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 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.

Conocimientos

Customer service

Call handling

Complaint handling

PC literacy

Data handling

Educación

GCSE level

Herramientas

CRM systems

Descripción del empleo

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.