Customer Experience Specialist

If you are passionate about delivering exceptional customer service and enjoy problem solving and meeting new people, this could be the perfect role for you

We are looking for Customer Experience Specialists, who will put our customers’ needs first, providing assistance, support and a welcoming presence on our bus stations.

When a customer needs help, you will be that initial contact. A Customer Experience Specialist is someone knowledgeable, friendly and approachable.

This role offers a varied customer experience, from providing ticketing advice and supporting journey planning, to assisting with products and services such as Swift. Or supporting customers to confidently use self-service solutions. This is a role that makes a real difference to the people that visit our Bus Stations each day.

We are looking for individuals who ideally have experience in a customer facing positions either via a customer service role, hospitality background, or another position involving regular interaction with customers. You will need to be comfortable working outdoors and able to work independently, whilst also working as part of a dedicated on-site team, bringing together customer service and operational expertise to deliver a safe, welcoming and customer-focused environment

We are looking for individuals who are empathetic, patient and have strong interpersonal and communication skills to be successful in this role.

Successful applicants will play a key role in the launch of Dudley Interchange, one of the most significant public transport investments in the region for a generation. As a brand-new facility, the interchange will attract considerable attention from customers, stakeholders, industry partners and public representatives. This is a unique opportunity to be part of a landmark project and help create a positive first impression for everyone who visits.

Shift patterns will be Monday to Saturday, 08.30am – 5.30pm, 3 days a week based on a 6-week rolling roster. On average, you will work 25.5 hours in a customer-facing role with no opportunity for hybrid working. Please note, there may be occasions where working outside normal hours and at other bus stations across the West Midlands is required to meet business needs.

What you will be doing.

• Deliver an outstanding customer experience by proactively 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.

What’s essential.

• 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 knowledge of the West Midlands geography, public transport network and key attractions, destinations and places of interest
• Proficiency in Microsoft Office applications and the ability to accurately record, interpret and utilise information
• Good organisational skills with the ability to manage competing priorities and follow procedures accurately.
• 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

Location.

The role will be based at Dudley Interchange upon opening, with flexibility to work at other bus stations across the West Midlands in line with operational requirements.

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.