If you are passionate about delivering exceptional customer service and enjoy problem solving and meeting new people, then I may have just the role for you.
We are looking for a part-time Customer Experience Specialist, who will put our customers' needs first and confidently assist and guide them at our Bus Stations. When a customer needs help, you will be their first point of call so you will need to be knowledgeable, friendly and approachable.
Whether you are giving advice on ticketing, journey planning, or giving the customer the confidence to manage ticketing solutions themselves, you will be making a real difference to the people that visit our Bus Stations each day.
We are looking for someone from any customer service background, who is comfortable working outdoors and happy to work independently and as part of the wider operational team. You will need to be empathetic, patient and have strong interpersonal and communication skills to be successful in this role.
Shift patterns will be Monday to Saturday, 08.30am - 5.30pm on a 6-week rolling roster, with allocated rest days. Due to the nature of this role, occasional working outside of normal hours will be required. Occasionally, you may also be required to work at other bus stations across the West Midlands.
What you will be doing
* Deliver an outstanding experience for customers by proactively providing ticketing, travel and journey solutions.
* Actively resolve complaints.
* Support the Bus Station Manager by reviewing the impact any actions will have on the customer experience at Bus Stations.
* Drive the use and uptake of digital solutions by coaching customers on using digital services.
* Support the Bus Station Supervisor and Bus Station Manager to ensure the Swift vending machine is functional and working.
* Work closely with operational colleagues to report and monitor incidents of anti-social behaviour, unsatisfactory state of facilities/assets or unsafe actions of bus drivers, contractors or customers.
About you
* Experience of delivering exceptional service in a busy customer service environment.
* Strong communication and interpersonal skills and the ability to work well under pressure.
* Able to use technology, i.e., tablet devices and electronic ticketing terminals.
* A good working knowledge of the geography and public transport network of the West Midlands and tourist attractions and other places of interest.
* Proficiency in Microsoft Excel, Word, Outlook and Internet Explorer.
* Good organisational skills with the ability to follow instructions.
* Cultural sensitivity and empathy, with an ability to identify and serve the needs of a range of customers from different backgrounds and experience of helping people with mobility and other impairments, challenges, and requirements.
How to apply
On clicking apply for this job, you will be prompted to register for an account, which you can do using your name and email address. You will have the opportunity to upload a CV when registering. Uploading your CV will auto-populate the employment and education sections of your profile. Please note, we do not see your CV once you have submitted your application. Our shortlisting decisions are based on what you tell us in your profile - and so it is important to check the information is correct and format your profile so that it really stands out.
You will be asked to provide a supporting statement which should evidence (using examples) how your skills and experience match the essential criteria of the role that you are applying for. You will be asked to type your statement into the portal directly. If you have already prepared a supporting statement, then you can simply copy and paste this directly into the application form. For more information on how to apply, please visit the FAQ page on our career site.
Reasonable adjustments
If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process (for example, you might need to submit your application in a different format), please get in touch with our Recruitment Team. We are here to assist and accommodate your needs.
Salary and benefits
We offer a comprehensive benefits package that includes a Local Government Pension Scheme (one of the most generous pension schemes in the UK), 28 days paid annual leave (plus an option to purchase more!), ethical saving options and healthcare plans, paid volunteering days, free financing for the latest technology, discounted shopping with over 2,000 big-name retailers, and more. For more information, please visit the benefits page on our career site.
Location
The location for this role is Coventry Bus Station. Due to the nature of the role, we are unable to offer hybrid working arrangements.
Creating an inclusive workplace
We are dedicated to creating a diverse, inclusive, and authentic workplace that reflects the communities of the West Midlands region. We believe that building a team with varied backgrounds and experiences will benefit us as an employer and enhance our work.
WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status), and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We're a Disability Confident Employer with Leader status, committed to interviewing applicants with disabilities who meet all the essential role criteria.
We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould.
We gladly consider part-time, flexible, and job share arrangements, so please don't let these factors deter you from applying. If your values align with ours and you are dedicated to working towards a future that we can all be proud of, we would love to hear from you.
Right to Work in the UK
WMCA has a legal responsibility to ensure that all its employees have the legal right to work in the UK. Therefore, if you are made an offer of employment, this will be subject to WMCA verifying that you are eligible to work in the UK before you start work.
Candidates wishing to apply who would require sponsorship can determine the likelihood of obtaining a Certificate of Sponsorship for the role by assessing their circumstances against the relevant criteria set out by UKVI.
Thank you for considering joining our team at WMCA. We look forward to receiving your application and the opportunity to work together towards our shared goals.
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