Customer Service and Communications Officer

Salary: £26560.00 - £26560.00 Per Annum
Job Type: Permanent
Location: WS10 0AR
Sector: Customer Service
Benefits: MML Pension, Annual Leave, Pension & Free travel on Tram & WM Bus for you and your partner

Customer Service and Communications Officer

Location: Midland Metro Ltd, Wednesbury Depot, Potters Lane, WS10 0AR
Salary: £26,560 per annum + Benefits
Contract: Full time, Permanent
Hours: 37.5 – 5 days in 7 roster, which includes evenings and weekends
Benefits: MML Pension, Annual Leave, Pension & Free travel on Tram & WM Bus for you and your partner

West Midlands Metro is your ticket to an exciting career in the heart of England's thriving West Midlands region, we are the driving force behind modern, sustainable urban transportation.

We are delighted to announce that West Midland Metro were recently awarded Tram Operator of the Year, at the UK National Transport Awards.

Our sleek trams connect cities, towns and most importantly – people!

We are now recruiting for a Customer Service & Communications Officer with experience in formal communication with customers and the use of social media to maintain all relationships and resolve any issues.

You will be expected to deliver the best possible customer experience through effective and timely communication using all MML communication channels, assuming the role of customer champion within the organisation!

As our Customer Service & Communications Officer, you will be responsible for:

  • Providing consistent, customer focussed responses to all enquiries received through our communications channels.
  • Promptly and accurately communicating travel disruption information to customers and front-line colleagues.
  • Ensuring all information provided in responses to customer enquiries is accurate.
  • Analysing, monitoring and reporting on trending topics to ensure issues can be identified and addressed.
  • Providing copy for internal communications and supporting the delivery of the colleague engagement and event plan.

In order to be successful in this role, it is essential that you have / are:  

  • Experience in dealing with customer communications via all social media channels.
  • The ability to demonstrate excellent customer service skills in a busy environment.
  • An effective listener with excellent communication skills; written, verbal and digital.
  • Experience of responding to feedback in writing, with the ability to explain complex information in an accessible way.
  • Ability to stay calm within a pressurised environment whilst dealing effectively with customers. 
  • Ability to work to tight deadlines.
  • A good level of IT skills, including proficiency in the use of PowerPoint and Word.
  • Excellent ability to integrate and work as part of a team.
  • Excellent interpersonal skills. 
  • Good attention to detail.
  • A positive, solution focussed attitude.

Your next career starts here!

West Midlands Metro is the place to be if you're passionate about growth, sustainability, and making a difference in your community, click on “APPLY” today!

Closing Date: 29th March 2024

Please do not delay your application, we will close this vacancy early if we have enough suitable applicants.

No agencies please.

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