Customer Experience Specialist

Customer Experience Specialist (Interchanges and Travel Centres)
Fixed Term Contract
Hours of Work: 36.5 per week
Salary: £21,392-£24,515 per annum + exclusive benefits
Closes: 29th August 2021
Location: 16 Summer Lane, Birmingham, B19 3SD

As a Customer Experience Specialist, you'll be highly skilled at uncovering our customers' needs and delivering the best journey solutions for them.

You will deliver an exceptional customer experience by being knowledgeable, friendly and approachable.

We are on a mission to deliver the very best customer experience.

Our newly formed Customer Experience Specialist team operates at our busiest bus stations (Coventry, Walsall and West Bromwich), providing advice and guidance to the millions of customers using our facilities each year.

This role joins the team on a fixed-term basis for approximately 6 months.

The teamwork shifts between 08.30 and 17.30, Monday to Saturday.

What will you be doing?

, Work independently in delivering an outstanding experience for customers by proactively delivering ticketing, travel and journey solutions
, Take full ownership in helping customers and taking ownership to actively resolve complaints and following through on issues
, Act as the WMCA's ‘Voice of the Customer', always challenging the impact any actions will have on the total customer experience
, Drive the use and uptake of digital solutions by coaching customers on using digital services to support ticketing options and onward journey planning
, Deliver against a set of challenging KPIs including customer satisfaction scores, digital uptake and increased kiosk sales
, Have a ‘One Team' approach to put customer needs first, proactively seeking solutions from other teams within the organisations, working closely with and influencing key partners and stakeholders
, Be the first line response to ensure that systems are fully operational, reporting and resolving issues, including updating technology
, Work closely with operational colleagues to report and monitor incidents of antisocial behaviour, unsatisfactory state of facilities/assets or unsafe actions of bus drivers, contractors or customers
, Support Travel Centre Team in Wolverhampton and undertake compliant cash handling and associated reconciliation duties as required
, Undertake any other reasonable task as requested by your line manager and/or other senior managers within the organisation

About you

You'll be highly skilled at uncovering customers needs and have what it takes to resolve queries, quickly and efficiently.

You'll be a champion of exceptional customer experience with a friendly, approachable manner.

As someone who takes ownership of resolving issues, you will be relentless in delivering the best experience for the customer.

Always curious, you will be someone who likes to stay on top of what's going on, ready and willing to apply your knowledge.

You will enjoy being part of a bigger team, working and learning from others to enhance the customer experience.

You will enjoy working closely with key stakeholders, such as bus station teams, helping and supporting them to deliver an exceptional customer journey.

You'll have good knowledge of the West Midlands and of the public transport network, able to confidently advise customers about their journey.

You'll also have good knowledge of tourist attractions and other places of interest around Birmingham, Coventry, Wolverhampton and Walsall.

Our ideal applicant will have:

, Significant experience of delivering exceptional service in a busy customer service environment
, Excellent communication and interpersonal skills and the ability to work well under pressure handling high customer demand and difficult issues positively
, Experience of handling and accounting for cash
, Experience of using technology i.e.

tablet devices and electronic ticketing terminals
, Proficiency in Microsoft Excel, Word, Outlook and Internet Explorer
, Be able to cover shifts including Saturday working and some Bank Holidays
, Able to work flexibly within a roster and be fully flexible to work across bus stations in West Bromwich, Coventry and Walsall
, Be able to wear a uniform to the required professional standard

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 also provide infrastructure management by working collaboratively with all stakeholders to deliver the best possible services for our customers.

About us

Our role in the West Midlands has never been more important and in these extraordinary times we've shown we can step forward, speak up for our region and bring people together.

Everything we do is focused on making life better for people in the West Midlands - that's our reason for being here and it drives every move we make.

We're ambitious, forward-thinking and determined to find better ways of working, always leading the way in what we do.

We trust and support each other to get the job done and encourage creativity, originality and curiosity from those who work with us.

We're 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're committed to working towards creating a future we can all be proud of, we want to hear from you.

Please click 'Apply' to be redirected to our online application site.

  • Start: ASAP
  • Rate: £21392.00 - £24515.00 per annum + + exclusive benefits
  • Location: Birmingham, England
  • Type: Contract
  • Industry: Customer_services
  • Recruiter: 2MES
  • Tel: 02392 387722
  • Email: to view click here
  • Posted: 2021-08-20 13:10:25 -

  • View all Jobs from 2MES

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