Customer Support Officer - Reed : Job Details

Manchester's Bus Network is undergoing an exciting time of transformation with Transport for Greater Manchester bringing buses under local control in the biggest change to Greater Manchester’s buses since de-regulation in 1986.

Because of the size of the bus network, and the scale of change, improvements are being made in phases from September 2023 through to January 2025.

Phase Two which will see bus services running within and from the north east of Greater Manchester is due to begin in March 2024 and TfGM are looking for Customer Support Officers to assist with the expected increase in customer service demand.

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.

When Are You Needed?

The positions are available on a temporary basis, initially running until 30/06/24, however there is the possibility that this could be extended or even lead to a permanent position.

The first 2 weeks will be in office for training, Monday to Friday 9-5.

The Details 

Office Location: 2 Piccadilly Place, Manchester, M1 3BG.

Working Hours: TfGM Customer Support Officers work 37 hours per week, worked flexibly on a rota system covering their open hours of 7am and 8pm Monday to Friday and 8am to 8pm at weekends.

You will work 8/9 weekend shifts per 11 week period.

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

Apply below to register your interest and the recruitment team will be in touch with further information.