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Customer Experience Specialist

2 months 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 at the West Midlands Combined Authority. As a key member of our Bus Stations and Travel Centre team, you will play a vital role in delivering a smart, friendly, visible, customer-centric service to all bus operators and bus station users across the West Midlands.

Key Responsibilities
  • Deliver an exceptional customer experience by being knowledgeable, friendly, and approachable.
  • Work independently to deliver ticketing, travel, and journey solutions that meet customer needs.
  • Take ownership of 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 an individual with experience of delivering exceptional service in a busy customer service environment. You will have excellent communication and interpersonal skills, with 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. A full UK driving license is desirable for this position.

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 Leaders in Diversity accredited organisation, are in the Inclusive Top 50 Employers List, and are one of The Times Top 50 Employers for Women. We are committed to creating an accessible and diverse workplace, one that nurtures an inclusive environment where our people can be themselves.

If your values align with ours and you are committed to working towards creating a future we can all be proud of, we want to hear from you.