Customer Experience Specialist (Interchanges and Travel Centres) Customer Experience Specialist (Interchanges and Travel Centres) Fixed Term Contract 21,392-24,515 per annum exclusive benefits Fixed Term Contract

Hours of Work : 36.5 per week

Reference number : WMCA00430

Salary : 21,392-24,515 per annum exclusive benefits

Closes : 2021-08-29T11 : 59 : 00

Location : 16 Summer Lane, Birmingham, B19 3SD

As a Customer Experience Specialist, youll be highly skilled at uncovering our customers needs and delivering the best journey solutions for them.

You will deliver an exceptional customer experience by being knowledgeable, friendly and approachable.We are on a mission to deliver the very best customer experience.

Our newly formed Customer Experience Specialist team operates at our busiest bus stations ( Coventry, Walsall and West Bromwich ), providing advice and guidance to the millions of customers using our facilities each year.

This role joins the team on fixed term basis for approximately 6 months. The team work shifts between 08.30 and 17.30, Monday to Saturday.

Work independently in delivering an outstanding experience for customers by proactively delivering ticketing, travel and journey solutions* Take full ownership in helping customers and taking ownership to actively resolve complaints and following through on issues* Act as the WMCAs Voice of the Customer, always challenging the impact any actions will have on the total customer experience* Drive the use and uptake of digital solutions by coaching customers on using digital services to support ticketing options and onward journey planning* Deliver against a set of challenging KPIs including customer satisfaction scores, digital uptake and increased kiosk sales* Have a One Team approach to put customer needs first, proactively seeking solutions from other teams within the organisations, working closely with and influencing key partners and stakeholders* Be the first line response to ensure that systems are fully operational, reporting and resolving issues, including updating technology* Work closely with operational colleagues to report and monitor incidents of antisocial behaviour, unsatisfactory state of facilities / assets or unsafe actions of bus drivers, contractors or customers* Support Travel Centre Team in Wolverhampton and undertake compliant cash handling and associated reconciliation duties as required* Undertake any other reasonable task as requested by your line manager and / or other senior managers within the organisation About you Youll be highly skilled at uncovering customers needs and have what it takes to resolve queries, quickly and efficiently.

You'll be a champion of exceptional customer experience with a friendly, approachable manner. As someone who takes ownership for resolving issues, you will be relentless in delivering the best experience for the customer.

Always curious, you will be someone who likes to stay on top of whats going on, ready and willing to apply your knowledge.

You will enjoy being part of a bigger team, working and learning from others to enhance the customer experience. You will enjoy working closely with key stakeholders, such as bus station teams, helping and supporting them to deliver an exceptional customer journey.

You'll have good knowledge of the West Midlands and of the public transport network, able to confidently advise customers about their journey.

You'll also have good knowledge of tourist attractions and other places of interest in around Birmingham, Coventry, Wolverhampton and Walsall.

Our ideal applicant will have : * Significant experience of delivering exceptional service in a busy customer service environment* Excellent communication and interpersonal skills and the ability to work well under pressure handling high customer demand and difficult issues positively* Experience of handling and accounting for cash* Experience of using technology i.

e. tablet devices and electronic ticketing terminals* Proficiency in Microsoft Excel, Word, Outlook and Internet Explorer* Be able to cover shifts including Saturday working and some Bank Holidays* Able to work flexibly within a roster and be fully flexible to work across bus stations in West Bromwich, Coventry and Walsall Be able to wear uniform to the required professional standard About the team Our Bus Stations and Travel Centre team manages and operates 12 Bus Stations and Interchanges across the West Midlands region, including the Travel Centre in Wolverhampton Bus Station.

We work across these facilities providing customer service and travel advice to millions of customers using these vital transport facilities every year.

We also provide infrastructure management by working collaboratively with all stakeholders to deliver the best possible services for our customers.

Our role in the West Midlands has never been more important and in these extraordinary times weve shown we can step forward, speak up for our region and bring people together.

Everything we do is focused on making life better for people in the West Midlands

thats our reason for being here and it drives every move we make.We fully believe that we are only as great as the people who work for us and are committed to providing a positive, healthy and inclusive working environment where our people feel valued and respected.

We are a Leaders in Diversity accredited organisation, are in the Inclusive Top 50 Employers List and are one of The Times Top 50 Employers for Women.

Were ambitious, forward thinking and determined to find better ways of working, always leading the way in what we do. We trust and support each other to get the job done, and encourage creativity, originality and curiosity from those who work with us.

Were committed to creating an accessible and diverse workplace, one that nurtures an inclusive environment where our people can be themselves.

If your values align with ours and youre committed to working towards creating a future we can all be proud of, we want to hear from you.

Additional Information We are committed to developing an organisation that is representative of the diverse communities that we serve and welcome applications from all sections of the community.

The following groups are currently underrepresented : young people, Black, Asian and ethnic minority groups and women at senior levels.

We are a Disability Confident Employer and offer a guaranteed interview scheme for applicants who meet the essential job role criteria.

We will make reasonable adjustments, in line with the Equality Act, for disabled applicants if these are needed. Wherever possible we will offer flexible working options which assist work-life balance.

Were dedicated to providing a broad range of rewards and benefits and constantly benchmark our benefits packages to ensure they are attractive for all our people.

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Last updated : 2024-04-06