Communications Officer

Purpose:

To deliver the best possible customer experience through effective and timely communication using all MML communication channels. Be the customer champion, encouraging a customer focused approach throughout MML. Support internal communications and engagement activities with MML colleagues using a variety of tools.

Responsibilities:

• Provide consistent, customer focused responses to all enquiries received through West Midlands Metro communication channels within target service levels; always aiming to provide excellent customer service.
• Promptly and accurately communicate travel disruption information to customers and front-line colleagues to ensure customers are up to date, utilising all channels available to reach a wide audience.
• Identify safety critical feedback and escalate to the appropriate service area / colleagues in accordance with company processes.
• Ensure that all information provided in responses to customer enquiries is accurate and in accordance with company guidelines and information.
• Maintain an in-depth knowledge of products and services, to support the delivery of high quality and accurate information to customers.
• Provide tailored responses to customers to ensure that they feel valued and are receiving an individual service.
• Proactively share ideas to improve the service and drive customer excellence within West Midlands Metro.
• Analyse, monitor and report on trending topics to ensure issues can be identified and addressed.
• Provide copy for internal communications and support the delivery of the colleague engagement and event plan.
• Be the first point of contact for My Metro app users to resolve technical queries.
• Record all lost property items, respond to lost property enquiries and ensure that the items are disposed of in line with the company policy.
• Be the on-call contact for out of hours customer communication support on a Rota basis.
• To carry out any other duties as are within the scope, spirit and purpose of the role.

What you’ll need:

• Able to demonstrate excellent customer service skills in a busy environment
• Experience in a customer focused role
• Detailed understanding of social media platforms within a business environment.
• Proven experience of Microsoft office to an intermediate or advanced level.
• Experience of using a customer relationship management system
• Proven ability to stay calm work within a pressurised environment whilst communicating effectively with customers and colleagues
• Able to evidence effective teamwork across departments and manage expectations.
• Experience of colleague engagement or event planning
• A communication or digital media qualification

What we offer in return:

• Competitive Salary.
• 25 days holiday + bank holidays.
• Free travel on West Midlands trams and buses for you and your partner
• Contributory Pension Scheme.
• Life Insurance
• Discounted Gym Membership.
• 24/7 365 Employee Assistance Programme (EAP)
• Company Uniform