Job Description

Wednesbury WS10 0AR, UK

\xc2\xa325,418 per annum + Benefits

Permanent

Admin, Customer Service

22/09/2023

West Midlands Metro are now recruiting for a Customer Service Officer!

Customer Service Officer

Location: Midland Metro Ltd, Wednesbury Depot, Potters Lane, WS10 0AR
Salary: \xc2\xa325,418 per annum + Benefits
Contract: Full time, Permanent
Benefits: MML Pension, Annual Leave Pension & Free travel on Tram & WM Bus for you and your partner

West Midlands Metro is your ticket to an exciting career in the heart of England\xe2\x80\x99s thriving West Midlands region, we are the driving force behind modern, sustainable urban transportation.

Our sleek trams connect cities, towns and most importantly \xe2\x80\x93 people!

With a strong presence in the heart of England, we play a crucial role in connecting communities, enhancing mobility, and contributing to the economic development of the region.

West Midlands Metro operates a modern tram network that serves multiple cities and towns within the region, our network is designed to provide fast, convenient, and eco-friendly transportation solutions to residents and visitors alike.

We take pride in offering a safe and comfortable mode of travel that reduces congestion on the roads, lowers carbon emissions, and fosters a greener future for the West Midlands.

We are now recruiting for a Customer Service Officer to deliver the best possible customer experience through effective and timely communication.

You will be the champion for our customers, encouraging a customer focussed approach and supporting internal communications and engagement activities with MML colleagues.

Additionally, as a Customer Service Officer you will be responsible for:

• Provide consistent, customer focussed responses to all enquiries received through West Midlands Metro communication channels within target service levels; always aiming to provide excellent customer service.
• Promptly and accurately communicate travel disruption information to customers and front-line colleagues to ensure customers are up to date, utilising all channels available to reach a wide audience.
• Identify safety critical feedback and escalate to the appropriate service area / colleagues in accordance with company processes.
• Ensure that all information provided in responses to customer enquiries is accurate and in accordance with company guidelines and information.
• Maintain an in-depth knowledge of products and services, to support the delivery of high quality and accurate information to customers.
• Provide tailored responses to customers to ensure that they feel valued and are receiving an individual service.
• Proactively share ideas to improve the service and drive customer excellence within West Midlands Metro.
• Analyse, monitor and report on trending topics to ensure issues can be identified and addressed.
• Provide copy for internal communications and support the delivery of the colleague engagement and event plan.
• Be the first point of contact for My Metro app users to resolve technical queries.
• Record all lost property items, respond to lost property enquiries and ensure that the items are disposed of in line with the company policy.
• Be the on-call contact for out of hours customer communication support on a rota basis.
• To carry out any other duties as are within the scope, spirit and purpose of the role.

In order to be successful in this role, it is essential that you are / have:

• Able to demonstrate excellent customer service skills in a busy environment
• Experience in a customer focussed role
• An effective listener with excellent communication skills; written, verbal and digital.
• Ability to stay calm within a pressurised environment whilst dealing effectively with customers.
• Self-driven, with excellent organisational skills and great follow through on tasks, even when multi-tasking
• Ability to work to tight deadlines
• Resilient and comfortable taking ownership
• A good level of IT skills, including proficiency in the use of PowerPoint and Word
• Excellent ability to integrate and work as part of a team
• Must have excellent interpersonal skills
• Good attention to detail
• A positive, solution focussed attitude
• A good understanding of social media platforms

Your next career starts here!

West Midlands Metro is the place to be if you\xe2\x80\x99re passionate about growth, sustainability, and making a difference in your community, click on \xe2\x80\x98APPLY\xe2\x80\x99 today!

No agencies please.

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