Customer Experience Specialist

2 weeks ago


Birmingham, Alabama, United States West Midlands Combined Authority Full time
About the Role

We are seeking an exceptional Customer Experience Specialist to join our team in delivering a smart, friendly, visible, customer-centric service to all bus operators and bus station users at various bus stations across the West Midlands.

Key Responsibilities
  • Deliver an exceptional customer experience by being knowledgeable, friendly, and approachable.
  • Work independently in delivering an outstanding experience for customers by proactively delivering ticketing, travel, and journey solutions.
  • Take full ownership in helping customers and actively resolve complaints and follow through on issues.
  • Drive the use and uptake of digital solutions by coaching customers on using digital services to support ticketing options and onward journey planning.
  • Work closely with operational colleagues to report and monitor incidents of anti-social behaviour, unsatisfactory state of facilities/assets, or unsafe actions of bus drivers, contractors, or customers.
About You

We are looking for someone with experience of delivering exceptional service in a busy customer service environment. You will have excellent communication and interpersonal skills and the ability to work well under pressure handling high customer demand and difficult issues positively.

You will also have experience of handling and accounting for cash and be willing to work flexibly within a roster to be fully flexible to work across the West Midlands.

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 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.

We are committed to providing a broad range of rewards and benefits and constantly benchmark our benefits packages to ensure they are attractive for all our people. As well as a competitive salary, employees also receive 27 days annual leave (plus bank holidays) and access to a great pension scheme.



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