Job Description

Job Introduction

Are you passionate about delivering outstanding customer service and looking for a role where every day is different? If so, this could be the opportunity for you. We are seeking a motivated individual who thrives in a fast-paced environment and is committed to maintaining the high standards expected of a Customer Relations Executive. Your work will ensure the public receives a friendly, precise, and customer-focused service.


Please note: This role requires working rostered hours between 08:00 and 18:00, Monday to Friday, to provide continuous service to our customers.

What you will be doing.

Delivering exceptional customer service across multiple channels, including email, phone, and social media, ensuring customer satisfaction and a positive public image of WMCA. Investigating and responding to enquiries and complaints about public transport and wider WMCA activities, providing accurate, timely, and efficient resolutions. Conducting detailed research and collaborating with colleagues and stakeholders to resolve enquiries effectively. Preparing high-quality written responses to complex and sensitive enquiries, tailored to a variety of audiences including MPs, Councillors, and members of the public. Managing your workload flexibly to ensure enquiries, complaints, and other tasks are prioritised and completed to meet both individual and team targets. Translating the results of research and investigations into clear, easy-to-understand responses for customers. Managing a personal caseload of enquiries while ensuring compliance with quality standards and escalating issues to the Customer Relations Team Leader when necessary. Supporting the Mayoral Office and WMCA leadership team in resolving customer enquiries. Identifying root causes of complaints and overseeing follow-up actions to ensure commitments are met. Maintaining confidentiality and compliance with data protection regulations and internal procedures. Recording all activities and communications in the Customer Relationship Management (CRM) system and keeping other databases up to date. Keeping up-to-date with WMCA services, policies, and procedures to provide informed responses. Participating in meetings and cross-team workstreams to enhance the effectiveness of the Customer Relations Team. Developing effective relationships both internally and externally to resolve enquiries efficiently.

What's Essential.

Experience in a multi-channel customer service environment. Experience handling and responding to written correspondence. Proven ability to meet performance and quality standards. Collaborative approach to achieving desired outcomes. Strong administrative and data-entry skills. Excellent communication skills, able to confidently engage with a variety of audiences including MPs and Councillors. Ability to identify root causes of issues by reviewing detailed or complex complaints. Proven ability to produce high-quality written responses. Strong organisational skills, able to manage multiple workflows and take responsibility for your own workload. Knowledge of public transport is desirable.

Location.

The location for this role is Summer Lane with at least 2 days a week spent in the office.

How to apply.

Applying for a role with WMCA is straightforward. 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 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 (careers@wmca.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

).

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.

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).