Customer Intelligence Field Officer
Please note: This is an permanent opportunity with variable hours (guaranteed 25 hours per month payment)
Starting hourly rate: £11.61 to £13.43 per hour (full time equivalent salary range is £22,104 - £25,504 per annum)
Assessment Centre date: Thursday 27th January
Interview date: Thursday 3rd February
Do you enjoy engaging with people, can you provide a minimum of 4 days availability each week (to include weekend working)?
Are you looking for flexibility in hours, enjoy working outdoors and are you interested in learning more about the West Midlands transport network?
As a frontline customer champion you are the public face of the WMCA. Fulfilling a variety of roles including field based data collection, undertaking recognised market research interview techniques and providing face to face customer service at busy touch points across the West Midlands.
What will you be doing?
- Carry out market research and surveys using a handheld device equipment across the West Midlands County and neighbouring areas
- Responding to public enquiries and reporting incidents of anti-social behaviour
- Monitor, record and report necessary issues of concern with the state of facilities/assets or unsafe actions of bus drivers, contractors or customers and be passionate about influencing change
- Deliver a smart, friendly, positive, visible presence on the network at a range of locations to include bus stations, travel centres at transport stops and on services
The following skills and attributes are essential to a successful application:
- Experience of dealing with the public in a customer facing role
- Be available to work a minimum of 24 hours in each working week, usually over 4 separate days
- Be available to work a minimum of 4 unrestricted weekend days per 4-week period and public holidays to suit business need. (Weekend days count as part of 4 days/24 hours per week and are not additional)
- Excellent communication and interpersonal skills
- Excellent timekeeping and a resilient character
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 lead and support others to deliver our shared future vision for the region – a happier, healthier, better connected place to live and work.
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’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 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. As a Disability Confident Employer, we have made a positive commitment to interviewing all applicants with a disability who meet the essential role criteria. We are committed to building a team of people with varied backgrounds and experiences as we recognise that this will only benefit us as an employer, the more inclusive we are the better our work will be, and welcome applications from young people, Black, Asian and ethnic minority groups and women at senior levels.
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 public holidays) and access to a great pension scheme.
Furthermore, wherever possible we will offer flexible working options which assist work-life balance. We are very happy to discuss a flexible working pattern that suits your needs, so please do not let that be a barrier to applying. 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.
About your application
The online Application Form you'll be asked to complete plays a key part in our recruitment and selection process. We use the information you provide to decide whether to invite you for an interview. It is important that you complete the Application Form as fully and accurately as possible. You will be asked to upload a Supporting Statement (not a CV) and this should include specific examples which demonstrate how you meet the essential criteria for the role for which you are applying.
If you would like to discuss alternative methods to the online application as a reasonable adjustment please contact the Resourcing Team by email (firstname.lastname@example.org).
CIT Field Officer Role Profile Feb 2022.docx