Customer Service Advocate

2 weeks ago

Birmingham, Alabama, United States West Midlands Combined Authority Full time

Customer Experience Specialist (Interchanges and Travel Centres)

Contract Type: Fixed Term | Salary: 21,392-24,515 per annum + exclusive benefits

Hours of Work: 36.5 per week

Reference Number: WMCA00430

Location: West Midlands

As a Customer Experience Specialist, you will excel at identifying customer needs and providing optimal travel solutions. Your role is pivotal in ensuring an outstanding customer journey through your knowledge, friendliness, and approachability.

Our mission is to enhance customer satisfaction. The newly established Customer Experience Specialist team operates at our busiest bus stations, offering guidance and support to millions of customers utilizing our services annually.

This position is on a fixed-term basis for approximately 6 months, with shifts scheduled between 08:30 and 17:30, Monday to Saturday.

Key Responsibilities:

  • Independently deliver exceptional customer experiences by proactively providing ticketing, travel, and journey solutions.
  • Take ownership of customer inquiries and complaints, ensuring effective resolution and follow-through.
  • Act as the voice of the customer, consistently evaluating the impact of actions on overall customer satisfaction.
  • Promote the use of digital solutions by assisting customers in navigating digital services for ticketing and journey planning.
  • Meet challenging KPIs related to customer satisfaction, digital engagement, and kiosk sales.
  • Collaborate with various teams to prioritize customer needs and seek solutions across the organization.
  • Serve as the first line of response to ensure operational systems are functioning, reporting and resolving issues as necessary.
  • Work closely with operational teams to monitor and report incidents of antisocial behavior or safety concerns.
  • Support the Travel Centre Team with cash handling and reconciliation duties as required.
  • Perform any other reasonable tasks as assigned by management.

About You:

You possess strong skills in identifying customer needs and resolving inquiries efficiently. Your commitment to delivering exceptional customer service is evident in your friendly and approachable demeanor. You take ownership of issues and are dedicated to providing the best possible experience for customers.

As a team player, you enjoy collaborating with others to enhance the customer experience and work closely with key stakeholders to ensure a seamless journey for customers.

Your knowledge of the West Midlands public transport network and local attractions enables you to confidently assist customers with their travel inquiries.

Essential Qualifications:

  • Significant experience in a fast-paced customer service environment.
  • Excellent communication and interpersonal skills, with the ability to manage high customer demand effectively.
  • Experience in cash handling and accounting.
  • Proficient in using technology, including tablets and electronic ticketing systems.
  • Competent in Microsoft Office applications.
  • Flexibility to cover shifts, including weekends and bank holidays.
  • Ability to maintain a professional appearance in uniform.

About the Team:

The Bus Stations and Travel Centre team manages and operates multiple bus stations and interchanges across the West Midlands, providing essential customer service and travel advice to millions of users each year. Our collaborative approach with stakeholders ensures we deliver the best possible services to our customers.

We are committed to fostering a positive, healthy, and inclusive work environment where all employees feel valued and respected. Our organization is recognized for its diversity and inclusion efforts, striving to create a workplace that reflects the communities we serve.

If you share our values and are dedicated to enhancing the customer experience, we encourage you to consider this opportunity.

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