Passenger Experience Specialist — Transit Hub

West Midlands Combined Authority; Dudley; On-site; GBP 30,000 - 34,000; Part time

Benefits offered by this job

Local Government Pension Scheme

AVC scheme (Shared Cost)

28 days annual leave + statutory days

EV car benefit scheme

Healthcare plans

Discounted gym membership

Mortgage advice

Costco membership

Eye care scheme

Job summary

West Midlands Combined Authority is seeking a part-time Customer Experience Specialist to welcome customers at Dudley Interchange. You will deliver ticketing and journey planning advice, promote digital self-service, and support operational teams to ensure a safe, welcoming environment.

The role requires strong communication, empathy, and comfort with tablets and ticketing terminals, plus knowledge of local geography and the public transport network.

Qualifications

• Experience delivering exceptional service in busy customer environments.
• Strong communication and interpersonal skills.
• Able to use tablet devices and ticketing terminals.
• Knowledge of the West Midlands geography and public transport network.

Responsibilities

• Deliver an outstanding customer experience by providing ticketing, travel and journey planning advice.
• Actively resolve customer enquiries and complaints, escalating where appropriate.
• Support the Bus Station Manager by identifying and highlighting the impact that operational decisions, changes and disruptions may have on the customer experience.
• Promote the use of digital solutions by supporting and coaching customers to use self-service and online services.
• Support the Bus Station Supervisor and Bus Station Manager to ensure Swift vending machines remain operational and available for customer use.
• Work closely with operational colleagues to report and monitor incidents of anti-social behaviour, defective facilities and assets, or unsafe actions by bus operators, contractors and customers.

Skills

Customer service

Communication

Tablets

Ticketing terminals

West Midlands geography

MS Office

Organisation

Empathy

Tools

Ticketing terminals

Tablets

Job description

West Midlands Combined Authority is seeking a part-time Customer Experience Specialist to welcome customers at Dudley Interchange. You will deliver ticketing and journey planning advice, promote digital self-service, and support operational teams to ensure a safe, welcoming environment.

The role requires strong communication, empathy, and comfort with tablets and ticketing terminals, plus knowledge of local geography and the public transport network.