Customer Service Officer / Customer Support / Communications / Digital Media 

Customer Service Officer / Customer Support / Communications / Digital Media 

Wednesbury

Salary from £19,000 depending on skills

It is an inspiring time for our client as the Combined Authority delivers a £1.3 billion investment plan set to significantly expand the tram network, bringing even greater connectivity to people, places and business.

Our client are creating a new customer service function which will be an integral part of the customer experience and support the growth and the development of the service and network. They currently have an exciting opportunity for a Customer Service Officer to provide consistent, customer-focussed responses to all enquiries received through all channels within target service levels; always aiming to provide excellent customer service

Responsibilities will include responding to all comments posted on social media channels, responding to all complaints, providing information and support to customers, colleagues and potential customers and retaining customer loyalty. You’ll also deliver real-time service updates via relevant media and communication channels as well as analysing data and identifying trends in order to provide solutions to recurring issues.

Further tasks will include communicating travel disruption information to customers and front-line staff, analysing, monitoring and reporting on key problem areas to ensure issues can be identified and identifying safety critical feedback, escalating to a manager immediately. You’ll maintain an in depth knowledge of products and services to support the delivery of high quality and accurate information and provide tailored responses to customers to ensure that they feel valued and are receiving an individual service. You’ll also develop working relationships with Transport for West Midlands customer service teams, sharing best practice and providing consistent communication methods to customers to improve the service and drive customer excellence within the company.

You will be required to work outside the normal 9 to 5 hours including some early mornings, late evenings and the occasional weekend.

They’re looking for someone with previous experience of working in a forward facing customer focused role and who holds a communication or digital media qualification, or who is working towards this. You’ll be an effective listener with excellent communication skills including written, verbal and digital communication. The ability to stay calm within a pressurised environment whilst dealing effectively with frustrated customers is essential combined with a ‘can do’ attitude, excellent interpersonal skills and good attention to detail.

If you consider yourself to be dynamic and forward thinking and have experience in working in a customer environment our client would like to hear from you.