Job Description

Join our team at Keolis Amey Metrolink (KAM), the largest light rail network in the UK!
We are currently recruiting for Customer Service Representatives (CSRs) to join our Customer Operations team.
Whether you're wanting to learn new skills or you're looking for a career change, there's a role here for you. You will be joining a team that is committed to delivering an exceptional service and cares about what they do.
No shift will be the same, you will play a key role supporting customers on the platforms with general enquiries, ticket inspections, working with travel safe officers for special events to crowd manage our platforms and keep everyone safe.
We are looking for motivated, customer-focused individuals to join us. Applications from everyone with the necessary skills are welcome.
Training:
Metrolink is committed to the professional development of our people, you will receive lots of support and on the job training, setting you up on the right track for success and helping you build your career with us.
As a new CSR your first two weeks will be attending our training programme, gaining knowledge on the role of a CSR, meeting the team, learning our network to support customers and how to use the portable hand held devices.
So, if you would love to join the team delivering exceptional customer service and supporting customers to move around travelling on Greater Manchester's iconic Metrolink trams, what are you waiting for, we can't wait to hear from you!
Key accountabilities will include:

• Ensuring fair payment through ticket and pass checking and issuing standard fares.
• Help deter anti-social behaviour by being a visible presence on the system and working with Greater Manchester Police and British Transport Police on crime-related issues.
• Provide effective crowd control, signposting, and customer care at special events in and around the city centre.

What you'll bring:

• Excellent customer service skills and a customer-centric background.
• Be able to work flexibly on shift patterns that include earlies, evenings and weekends.
• Adapt quickly to changing operational situations and demands.
• Excellent written and verbal communication skills.
• Make decisions quickly and accurately under pressure and have the confidence to deal with difficult situations and large groups of people.

What we will offer you:

• An annual salary of 25,515.00.
• A permanent, full-time (37.5 per week) contract.
• Free Tram Travel for all our colleagues, plus a sponsored pass for an immediate family member
• 25 days holiday, plus bank holidays
• Access to Amazing Discounts at major retailers including Asda, Currys PC World, John Lewis and many more.
• Family Friendly Policies including enhanced maternity and paternity pay.
• Wellbeing Support including a free counselling, health checks and Employee Assistance Programme.
• Supporting your development focusing on career pathways and professional fees covered if required for role.

The closing date for applications: 29th September 2025.
Assessment Interview will be held on: Monday 13th, Tuesday 14th & Wednesday 15th October 2025.
Start Date for successful candidates: Monday 17th November 2025.
Positions are based within Manchester City Centre working on a rostered shift pattern early, lates and weekends.
Depending on the level of applications for this role we may close the advert earlier, therefore we encourage you to submit your application early.
What we will need to check:
If you are successful, we will need to complete several pre-employment checks prior to you starting. These include.

• Proof of address.
• Evidence of right to work in the UK.
• References from previous employment or studies from the last 3 years
• Pre-employment medical (level subject to role).
• Criminal Records self-declaration check, in line with the Rehabilitation of Offenders Act (1974).

All employees of Metrolink are subject to random drug and alcohol testing as part of their terms and conditions of employment.
Our Commitment to you:
At KAM, we celebrate the diversity of our customers, communities, and colleagues, and strive for a workforce which is equitable, inclusive and representative of the communities we serve and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, and sexual orientation to apply. We look forward to receiving your application.
We live our values of "We Care, We Commit, We Imagine" through our behaviours and we strongly believe that diverse perspectives drive innovation and create an environment where individuals can imagine that anything is possible. We care about our people, and we fully commit to creating an inclusive environment where our people feel valued, respected and empowered to thrive.
To ensure you are given the best opportunity to succeed in the recruitment process, please let us know if you will require any support or reasonable adjustments. You can contact our team here .
KeolisAmey Metrolink (KAM) is the largest light rail network in the UK. Growing and evolving since first opening in 1992. Metrolink have so far expanded to 103km of track, 99 stops and 147 trams, with a target of 52 million yearly passengers by the end of 2022.
We recognise and celebrate the diversity of our customers, communities and colleagues and strive for a workforce that is representative of the communities we serve, and society at large.
Evergreen Building North, 160 Euston Road,
London, United Kingdom, NW1 2DX

Skills Required