Customer Services Advisor

Join Transport for West Midlands and help keep the region moving. TfWM connects communities through buses, trams, trains, ticketing and wider transport initiatives that support millions of journeys each year.

As a Customer Services Advisor, you’ll play an important role in that mission by supporting customers who rely on these services every day. You’ll help with ticketing, travel enquiries, Swift products and concessionary travel passes, ensuring customers receive accurate information and excellent service.

You’ll handle a high volume of inbound calls, use multiple systems to resolve queries efficiently, and record clear notes for follow-up actions. There may also be opportunities to support customers through email and web chat as the service continues to grow.

This is a fast-paced contact centre role suited to someone who enjoys helping people, solving problems and staying calm under pressure. We’re looking for confident communicators with strong digital skills, attention to detail and a genuine desire to help people.

You don’t necessarily need to come from a customer service background, but you’ll need to be willing to learn and committed to providing a great experience for our customers. Your work will directly support TfWM’s reputation, helping customers travel confidently across the region.

Shift Pattern.
Our Contact Centre is open Monday to Friday, 8:00am to 6:00pm. Shifts are rota-based and will be agreed by your line manager.

• 8:00am to 4:00pm
• 10:00am to 6:00pm

The service also operates on Saturdays from 9:00am to 1:00pm. You’ll be required to work 1 in 4 Saturdays, with time off in lieu provided during the week.

Interview Process.
Assessment centres will take place week commencing 23rd November 2026.

Location.

The location for this role is 16 Summer Lane, Birmingham, B19 3SD. This is an office based role with opportunities for hybrid working in line with business needs.

What you'll be doing

• Act as the first point of contact for customers, resolving telephone and digital enquiries efficiently while delivering a consistently high-quality customer experience.
• Provide an 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.

What’s essential.

• Customer Service or Call Handling Experience.
• Experience of responding positively to customer complaints and dissatisfaction.
• PC literate with experience of 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 GSCE level.

How to apply.

Applying for a role with WMCA is straightforward. Follow these steps to get started.

Please note, we reserve the right to close any vacancy from further submissions when we have received sufficient applications from which to make a shortlist. Please apply without delay if you wish to be considered for this role.

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 to 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 ([email removed]).

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).
• Shared Cost Additional Voluntary Contribution scheme where you can build an additional pot of money alongside your pension with contributions exempt from Income Tax and National Insurance contributions (NICs).
• 28 days paid annual leave (with an option to purchase more) + Statutory days.
• EV car benefit scheme
• Healthcare plans.
• Discounted gym membership, will writing, and mortgage advice.
• 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. You can now also obtain a Costco membership through the WMCA.
• Boundless unlocks unlimited entry to top-rated UK attractions and loads of extra benefits and discounts.
• Eye Care Scheme, offering a free eye test and a financial contribution towards your glasses.

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.

Our Values and Behaviours.