Customer Experience Officer

Responsibilities include:

• Responsible for ensuring that all customers have a valid ticket or pass an be the customer’s expert in providing best value advice for their travel arrangements
• Responsible for delivering an excellent experience to customers that exceeds expectation
• Be an ambassador for Midland Metro Limited and always maintain professionalism
• Adhering to all company policies and procedures and responsibly practice safe methods of work
• Promptly and accurately communicate travel disruption information to your customers using the communication methods available
• Develop an in-depth knowledge of products and services provided by Midland Metro Limited including ticketing options, the local area surrounding the stops and other transport modes.
• Report any safety critical concerns or behaviours through the correct internal procedure
• Undertake all mandatory or safety critical training and learning opportunities to a high standard and maintain competency levels necessary for the role
• Comply with Health and Safety Instructions and directives in accordance with Company policies and procedures.
• Accurately report accidents, incidents or near misses including personal injury and vehicle damage to the Control Room

What You’ll Need:

• GCSE Maths and English at Grade C or above
• Must be 18 years and above
• Excellent communication skills written and verbal
• Experience in a forward-facing customer-focused role
• Able to work unsociable hours including weekends and bank holidays
• Ability to handle cash and electronic payment methods
• To work alongside other departments within the Company
• To be trustworthy, reliable and punctual
• Ability to demonstrate excellent customer service skills in a busy environment
• Ability to stay calm work within a pressurised environment while dealing effectively with varied customer situations
• To have proven experience of working in customer service environment
• To demonstrate a proactive “can do” attitude
• Must have a Full UK driving license

What We Offer in Return:

• Competitive Salary
• Free travel on West Midlands trams and buses for you and your partner
• Life Insurance Benefit
• Employee Assistance Program 24/7 365 days
• Discounted Gym membership.
• Full On the Job Training