Customer Support Officer Part Time

Manchester, Lancashire
Reed

Transport for Greater Manchester have a great opportunity available for a Customer Support Officer.

Location: 2 Piccadilly Place, hybrid working

Hours: 37 per week worked flexibly on a rota system between 7am and 8pm Monday to Friday and 8am to 8pm at weekends. 8/9 weekend shifts per 11 week period.

Contract: Initially until 30/06/24

Do you want to play a key role in shaping the future of travel in Greater Manchester? Are you passionate about helping people? Do you have strong organisational skills, customer service skills and excellent attention to detail and want to progress your career? If so, we’d like to hear from you.

About your role

It’s a really exciting time to be joining Transport for Greater Manchester. As a Customer Support Officer, you will form part of the Customer Contact Centre team for Transport for Greater Manchester. Acting as the first point of contact for customers and stakeholders you will handle all queries and requests received into the TfGM Contact Centre, via telephone or in writing. These include issuing travel passes, making Local Link journey reservations, Contactless Payments enquiries, Journey planning advice and much more. You will also be at the beating heart of all enquiries relating to bus franchising. No two days are ever the same! You will be part of a friendly dynamic team with a varied skill set who provide efficient, friendly customer service and advice.

Duties Include:

• Answer all incoming queries, requests and reports received via telephone or in writing, including but not limited to: travel, tickets and passes, pass applications, memberships, products, programmes, customer and stakeholder engagement
• Ensure compliance with the provisions of the Data Protection Act with respect to the handling of personal data held for TfGM passes and permits purposes
• Resolve general enquiries received to TfGM’s contact centre where possible, utilising knowledge base
• Ensure appropriate systems are updated to record enquiries and progress against specific cases
• Answer incoming customer comments, complaints and feedback
• Adopt a positive, customer focused attitude in all interaction with customers, ensuring that as a representative of TfGM you present a positive impression to all customers and stakeholders