Customer Experience Specialist

Job Introduction
If you are passionate about delivering exceptional customer service and enjoy problem solving and meeting new people, then I may have just the role for you.

We are looking for a part-time Customer Experience Specialist, who will put our customers’ needs first and confidently assist and guide them at our Bus Stations. When a customer needs help, you will be their first point of call so you will need to be knowledgeable, friendly and approachable.

Whether you are giving advice on ticketing, journey planning, swift or giving the customer the confidence to manage ticketing solutions themselves, you will be making a real difference to the people that visit our Bus Stations each day.

We are looking for someone from any customer service background, who is comfortable working outdoors and happy to work independently and as part of the wider operational team. You will need to be empathetic, patient and have strong interpersonal and communication skills to be successful in this role.

Shift patterns will be Monday to Saturday, 08.30am - 5.30pm on a 6-week rolling roster, with allocated rest days. On average, you will work 18.5 hours a week. Due to the nature of this role, occasional working outside of normal hours will be required. Occasionally, you may also be required to work at other bus stations across the West Midlands.

**Please note that this is a fixed term contract until March 2026.**

**What you will be doing**
- Deliver an outstanding experience for customers by proactively providing ticketing, travel and journey solutions.
- Actively resolve complaints
- Support the Bus Station Manager by reviewing the impact any actions will have on the customer experience at Bus Stations
- Drive the use and uptake of digital solutions by coaching customers on using digital services
- Support the Bus Station Supervisor and Bus Station Manager to ensure the ‘Swift vending machine’ is functional and working
- 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.

**What’s essential**
- Experience of delivering exceptional service in a busy customer service environment
- Strong communication and interpersonal skills and the ability to work well under pressure
- Able to use technology i.e tablet devices and electronic ticketing terminals
- A good working knowledge of the geography and public transport network of the West Midlands and tourist attractions and other places of interest
- Proficiency in Microsoft Excel, Word, Outlook and Internet Explorer
- Good organisational skills with the ability to follow instructions
- Cultural sensitivity and empathy, with an ability to identify and serve the needs of a range of customers from different backgrounds and experience of helping people with mobility and other impairments, challenges, and requirements

**Location.**

The location for this role is West Bromwich Bus Station. There will be occasions where you will be expected to work from Wednesbury Bus Station.

**How to apply**.
- ** Build your Profile.**Upload your CV to help populate your career and education details.
- ** Write your Supporting Statement.**Make sure to address each of the required essential criteria.

**Anonymised Applications.**

Your uploaded CV won’t be visible after submission. Our process is anonymised, and **only the information in your profile is used for shortlisting**. Be thorough in each section. it’s your chance to showcase your skills and experience.

**Using Artificial Intelligence (AI)**

Applications that rely too heavily on AI may be rejected during shortlisting. For help on how to write a supporting statement, please visit the **FAQs** section of our careers site.

**Reasonable adjustments.**

**Salary and benefits.**

We offer a comprehensive benefits package that includes:

- Local Government Pension Scheme (**one of the most generous pension schemes in the UK**).
- ** 28 days** paid annual leave (with an option to purchase more), giving you have ample time to relax.
- ethical **saving options** and **healthcare plans.**:

- Discounted **gym membership.**:

- An option to **buy a bicycle**, including e-bikes and adapted pedal cycles, at a discounted rate.
- ** 3 days** of paid leave each year to **volunteer**.
- ** Interest free financing** through SmartTech to buy the latest technology
- ** Discounted shopping** with over 2,000 big-name retailers, and more.

For more information, please visit the **benefits page** on our career site.

**Why join WMCA?**

WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home.

We put people and place at the heart of everything we do, working hand in hand with our partners t