Administrator (Go-Too) in Middlewich

This is an exciting opportunity to be part of Cheshire East Council’s growing go too demand responsive transport (DRT) service. go too is transforming how residents travel across the borough, offering a flexible, technology led transport option designed around real journeys and everyday needs. As an Administrator (go too), you’ll play a vital role in the day to day operation of the service. Working within a supportive team, you’ll help monitor live bookings, liaise with drivers and passengers, and respond to issues as they arise to ensure journeys run safely, smoothly and on time.

This is a varied, fast paced role that combines customer contact with operational system support. It’s ideal for someone who enjoys problem solving, helping people and being part of a service that genuinely makes a difference to residents’ lives.

About the Role:

As Administrator (go too), you will support the delivery of the go too demand responsive transport service by monitoring the operational system during service hours and acting as a key point of contact for drivers and passengers. You’ll respond to passenger enquiries and issues by phone and digital channels, helping to resolve problems quickly and minimise service disruption. You’ll work closely with drivers and colleagues to ensure bookings, shifts and routes are kept up to date, and that changes such as road closures are reflected accurately in the system. The role also includes general administrative duties to support the wider team, along with collecting, monitoring and analysing service data and customer feedback to help inform service improvements.

Normal working hours are 0900-1700 Monday-Friday, but holiday/absence cover for the following shifts are integral to this role: 0600-1400 Mon-Fri, 1700-2200 Mon-Fri, 0600-1400 Sat, 1400-2200 Sat.

About you:

• Experience providing customer service, including handling enquiries and complaints by phone efficiently and politely
• Previous experience in administrative or office based roles
• Confidence using IT systems and applications while supporting customers
• Ability to remain calm, organised and professional in a live, time sensitive service environment
• Strong communication skills with the ability to explain information clearly
• Good attention to detail and ability to keep systems and records accurate and up to date
• A flexible, proactive and team focused approach to work
• An interest in public transport and helping people make essential journeys

In return we are able to offer:

• Enhanced annual leave: Start with an impressive 34 days of annual leave (including bank holidays) from day one, and watch it grow to 39 days after just five years of service.
• Purchase of annual leave: Want more time off? You can purchase up to 10 extra days of annual leave each year, giving you the flexibility to balance work and life just the way you want (Pro-rata for part-time staff).
• Enjoy a 37-hour standard full-time work week with the added perks of flexi-time and hybrid/remote working arrangements where possible.
• Enhanced public pension: Secure your future with our career average pension, where contributions are built at a rate of 1/49th of your yearly pensionable pay.
• Employee assistance programme: Access a completely free and confidential assistance service to help manage, reduce, and overcome life’s challenges, both at work and in your personal life.
• Discounted gym membership: Stay active and healthy with corporate membership prices for Everybody Leisure.

As an equal opportunities’ and disability confident employer, we warmly welcome applicants from all backgrounds.