Job Description

Job Introduction

Are you passionate about delivering outstanding customer service and making a real difference in people's lives? If so, we want to hear from you! We're looking for a friendly and dedicated part-time Customer Service Advisor to be the first point of contact for users of our on-demand and pre-bookable bus services, such as Ring and Ride.

What You'll be doing.

As a Customer Service Advisor, you'll play a key role in ensuring our customers have a smooth and enjoyable experience. You'll handle inbound, respond to emails, and manage complaints with care and professionalism. While most of the time will be handling inbound calls, your day-to-day responsibilities will include:

Customer Interaction:

Provide high-quality service throughout the customer lifecycle, including registration, journey booking, travel advice, and aftercare.

Accuracy & Safety:

Ensure all bookings and information provided are accurate to maintain high customer satisfaction and safety.

Digital Systems:

Use various digital systems to book journeys and record customer interactions with precision.

Real-Time Support:

Offer immediate assistance when journeys are disrupted, liaising with service providers to arrange alternative transport when needed.

Self-Service Guidance:

Assist customers with using our self-service options, including the booking app, by guiding them through the registration and booking process.

Email Handling:

Respond to email requests with prompt and accurate information.

What's Essential.

We believe in hiring the right people to help our customers. Here's what will make you stand out:

Experience:

Previous experience in customer service or call handling is essential. Experience in the public transport industry is a bonus but not required.

Problem Solving:

Ability to handle customer complaints positively and find resolutions quickly.

Communication Skills:

Customer-centric with excellent phone etiquette and the ability to provide a first-time resolution.

Attention to Detail:

Ability to handle and process customer data accurately in a busy environment.

Local Knowledge:

Understanding of the West Midlands geography is a plus.

Ready to make a difference? Apply today and become a part of a team that puts customers first!

Location and working pattern.

This is a hybrid role which requires you to be on site at 16 Summer Lane for a minimum of 2 days per week. One of these days will always be a Wednesday.

The shift pattern is five days per week between 8am until 11am Monday to Saturday. Please note, you will be expected to work every other Saturday. This is a part-time role requiring 15 hours a week.

Location.

The location for this role is 16 Summer Lane with at least 2 days a week spent in the office.

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 (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). 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).