Are you passionate about customer service and looking for a role where you get to engage with people from all walks of life and no two days are the same? If so, I may have the perfect role for you. We are looking for a Customer Intelligence Field Officer to be the eyes and ears of the West Midlands Combined Authority, acting as a customer champion, engaging with the public and recording information to ensure that we are getting things right for everyone. You will need to be personable, a team player and an engaging individual who enjoys working outdoors. Whether you are undertaking data collection, conducting face to face research, monitoring transport, assisting passengers or delivering leaflets, you will be contributing to the WMCA’s ambition to be forward thinking and determined to find better ways of working for the region. Full training will be provided; customer service experience is essential. You must be able to provide a minimum of 4 days unrestricted availability each week, to include a Saturday and/or a Sunday. Typical duty hours range from 6.00 am – 12 midnight. In return, we will offer you flexible working hours, autonomy and a travel pass to access the network. This contract is variable hours with a guaranteed payment of 25 hours per month. The Customer Intelligence Team’s work schedule changes each week with the ability to work additional hours subject to the work planned and your availability. This role is not full time. What you will be doing. You will be monitoring and recording on the reliability of various transport modes. You will take pride in the transport network being a ‘Customer Champion’ and record and report any issues of concern with anti-social behaviour, the state of facilities/assets, or unsafe actions of bus drivers, contractors or customers. You will undertake face to face engagement with members of the public to inform the organisation for future planning and improvement projects. You will deliver a smart, friendly, positive, visible presence on the network, at a range of locations to include bus stations, transport stops and other services. You will be work across the 7 districts of the West Midlands region. You will undertake compliant cash handling and associated reconciliation duties as required. What’s essential. Experience of dealing with the public in a customer facing role Excellent communication and interpersonal skills Excellent timekeeping Team working Resilient character High attention to detail Proficient using a mobile device to navigate the West Midlands region via car/public transport e.g. Google maps etc. Location. The location for this role will be based anywhere across the West Midlands. Due to the nature of this role, working remotely won't be possible. How to apply. Applying for a role with WMCA is straight forward. Follow these steps to get started. Create your Careers Account. Register with your name, email address, and a password. Build your Profile. Upload your CV to help populate your career and education details. Write your Supporting Statement. Make sure to address each of the required essential criteria. Submit your application. Do one final check and once complete, click submit. Anonymised Applications. Your uploaded CV won’t be visible after submission. Our process is anonymised, and only the information in your profile is used for shortlisting. Be thorough in each section. it’s your chance to showcase your skills and experience. Using Artificial Intelligence (AI) We cannot stop anyone from using AI help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application.Applications that rely too heavily on AI may be rejected during shortlisting. For help on how to write a supporting statement, please visit the FAQs section of our careers site. Reasonable adjustments. If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process, please get in touch with our Recruitment Team ( careerswmca.org.uk ). Salary and benefits. We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees. Requests for salaries above the maximum advertised range will not be considered. We offer a comprehensive benefits package that includes: Local Government Pension Scheme ( one of the most generous pension schemes in the UK ). 28 days paid annual leave (with an option to purchase more), giving you have ample time to relax. ethical saving options and healthcare plans. Discounted gym membership. An option to buy a bicycle, including e-bikes and adapted pedal cycles, at a discounted rate. 3 days of paid leave each year to volunteer. Interest free financing through SmartTech to buy 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. Why join WMCA? WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home.We put people and place at the heart of everything we do, working hand in hand with our partners to direct funding where it's needed most. What you do, really matters. Your expertise will help make a big difference, improving people's lives, every day. Creating an inclusive workplace. 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 Right to Work in the UK Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Non-UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI). Attached documents JD - Customer Intelligence Field Officer.pdf