Transport for West Midlands, the transport arm of the West Midlands Combined Authority, is looking for a reliable personable Customer Service Assistant join its team in delivering a smart, friendly, visible, customer-centric service to all bus operators and bus station users at Wolverhampton Bus Station. 

What will you be doing?

• Providing a high level of customer service at the sales and information desk within Wolverhampton Bus Station
• Selling tickets via electronic ticketing terminals and taking responsibility for the completion of associated paperwork and reconciliation of monies taken and banking
• Ensuring the customer databases are kept up to date; recording all actions and communications associated with managing customer accounts including changes of address, deceased notifications, replacement pass requests and ensure all such changes are captured accurately and in compliance with Data Protection guidelines and legislation
• Stock monitoring and replenishment including the ordering of ticket stock, timetables and other sundries
• Maintaining a positive, welcoming environment for customers including ensuring shop floor displays are professionally presented
• Fulfilling face to face applications for commercial Swift cards including creation of the customer account, processing of bank details for auto top up arrangements and administering the smartcard and products required by the customer 
• Handling customer complaints face to face and take ownership for any appropriate follow up activity

About you

• Experience of providing excellent face to face customer service
• Experience of handling or accounting for cash
• Excellent communication and interpersonal skills
• Ability to work well under pressure handling high customer demand 

Candidates who have worked in the following positions may have the above essential experience and be interested in this position: Sales Assistant, Retail Assistant, Events Assistant, Events Organiser, Events Administrator, Ticketing Assistant, Facilities Assistant, Hostess, Receptionist, Waitress or Waiter etc.

About the team

Our Bus Stations and Travel Centre team manages and operates 12 Bus Stations and Interchanges across the West Midlands region, including the Travel Centre in Wolverhampton Bus Station. We work across these facilities providing customer service and travel advice to millions of customers using these vital transport facilities every year. We also provide infrastructure management by working collaboratively with all stakeholders to deliver the best possible services for our customers.

About us

Our role in the West Midlands has never been more important and in these extraordinary times we’ve shown we can step forward, speak up for our region and bring people together. Everything we do is focused on making life better for people in the West Midlands – that’s our reason for being here and it drives every move we make.

We fully believe that we are only as great as the people who work for us and are committed to providing a positive, healthy and inclusive working environment where our people feel valued and respected. We are a “Leaders in Diversity” accredited organisation, are in the Inclusive Top 50 Employers List and are one of The Times Top 50 Employers for Women.

We’re ambitious, forward thinking and determined to find better ways of working, always leading the way in what we do. We trust and support each other to get the job done, and encourage creativity, originality and curiosity from those who work with us. We’re committed to creating an accessible and diverse workplace, one that nurtures an inclusive environment where our people can be themselves.

If your values align with ours and you’re committed to working towards creating a future we can all be proud of, we want to hear from you.

Additional Information

We are committed to developing an organisation that is representative of the diverse communities that we serve and welcome applications from all sections of the community. The following groups are currently underrepresented: young people, Black, Asian and ethnic minority groups and women at senior levels.

We are a Disability Confident Employer and offer a guaranteed interview scheme for applicants who meet the essential job role criteria. We will make reasonable adjustments, in line with the Equality Act, for disabled applicants if these are needed. Wherever possible we will offer flexible working options which assist work-life balance.

We’re dedicated to providing a broad range of rewards and benefits and constantly benchmark our benefits packages to ensure they are attractive for all our people. As well as a competitive salary, employees also receive 27 days annual leave (plus bank holidays) and access to a great pension scheme.

Supporting documents
Role Profile - Customer Service Assistant.pdf