Customer Service Manager

• Hours: 37 hours per week (5 days out of 7 - across Monday to Friday)
• Contract: Permanent
• Salary: Grade 8 £37,938 - £40,476 (Pay award pending)
• Location: Barnsley Interchange - On site (Initially - permanent location can be based at any Interchange within South Yorkshire)

Are you a confident leader with a talent for problem-solving and stakeholder engagement?
We're looking for a
Customer Service Manager
who can take ownership of complex issues and deliver exceptional service standards, to oversee the day-to-day operations of a busy transport interchange, ensuring customer facilities and resources are managed safely, efficiently, and to the highest standards. The role involves leading a team to deliver exceptional customer service, managing performance and compliance, and driving continuous improvement across physical and digital customer touchpoints.

You will act as the voice of the customer, implement new services and facilities, and work closely with partners and stakeholders to maintain a safe, accessible, and high-performing environment that enhances the overall customer experience.

If you're
proactive, detail-oriented,
and
passionate
about delivering
outstanding
customer experiences
,
we'd love to hear from you.
Applications must be accompanied by a cover letter to detail how you meet the essential criteria for the role (please see role profile attached). Please note, all applications should be made directly via our careers portal.

Please note South Yorkshire Mayoral Combined Authority does not hold a sponsorship licence and cannot provide Skilled Worker sponsorship for any roles advertised.
About The Role
In this role, you'll manage customer service operations in a busy transport interchange, ensuring a smooth and safe transition of both customers and vehicles. You will forge strong working relationships with other SYMCA teams as well as external partners.

You'll handle challenges such as ensuring site maintenance works can be carried out while keeping the interchange operationally safe, working closely with local authorities to tackle anti-social behaviour, and collaborating with other teams to resolve queries accurately and efficiently.

Your ability to interpret operational needs, for example, determining stand allocations with operators when major town centre events require bus operators to relocate to the interchange, will be key to maintaining compliance and customer satisfaction.

Some Of Your Responsibilities Will Include

• Handling performance monitoring, training, and contract management for commissioned services.
• Ensuring safe movement and security of people, vehicles, and cash across sites.
• Collaboration with operators, facilities management, and other partners to enhance customer experience.
• Representing the organisation at meetings and identify best practices for service improvement.
• Proactively managing resources and resolving issues to maintain high standards and public trust.

About You
To succeed in this role, you will bring key
skills
,
knowledge
and
experience
such as:

• Proven experience managing day-to-day operations in a customer-facing environment.
• Strong leadership skills to motivate and develop a team.
• Knowledge of compliance, health & safety, and safeguarding public facilities.
• Budget and resource management expertise.
• Excellent communication and problem-solving skills, with a customer-focused mindset.
• Ability to manage budgets, resources, and commissioned services effectively.

Qualifications & Certification

• Minimum Level 3 qualification (or equivalent experience) in a relevant field.
• IOSH Managing Safely Qualification or equivalent

Please see the attached role profile for the list of both essential and desirable criteria for this role.

Benefits
All colleagues have access to a
Local Government Pension Scheme
and the chance to be part of an organisation where you can really make a difference. Located in Sheffield City Centre, we are well-placed for transport links and encourage employees to take advantage of the active travel facilities. Work/life balance is extremely important to us here at SYMCA with our recognised family/friendly policies, genuine work flexibility, recognition, and shared success.

**In addition to the above, some of benefits include -

Enhanced Holiday Entitlement
– From 28 to 36 days annual leave entitlement (depending on length of service)
plus
bank holidays. Pro-rata for part time colleagues.

Annual Leave Purchase Scheme
– The ability to purchase up to a further 15 days per year in additional to your normal annual leave

Flexible Hours Scheme
– Most roles within SYMCA work under the Flexi-Scheme which allows office-based employees' flexibility and discretion over their working hours. Under the scheme employees can accrue a defined amount of credit or debit of working hours, and to take time-off in the form of Flexi-Leave or banked Annual Leave.

Rewarding You
- Reducing everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more with Reward Gateway and Cycle-to-Work schemes.

Training on the job
- Support with upskilling skills through on-the-job training and qualifications

Professional Membership Fees
– Where membership to Professional bodies is applicable to your role, SYMCA will reimburse your membership fees where applicable and following approval by Line Management.

Diversity at South Yorkshire Combined Mayoral Authority
Our workforce is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.

All employees are eligible to request Flexible Working arrangements from day one of employment as such all requests will be considered subject to operation requirements.

Where candidates share disabilities within the application process, if they demonstrate that they meet all
essential
criteria from the Role Profile within their application, they will automatically be invited to interview.

If you require any reasonable adjustments throughout the process, please contact - or include within your application form detailing the adjustment and how it will assist in managing any barriers.