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- Tasks: Deliver top-notch customer service at the Mersey Tunnels, assisting drivers and managing payments.
- Company: Join the Liverpool City Region Combined Authority, a leader in innovation and community service.
- Benefits: Enjoy competitive pay, generous holidays, free travel, and flexible working options.
- Why this job: Make a difference in your community while gaining valuable customer service experience.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Great opportunities for career growth and professional development await you.
The predicted salary is between 29000 - 30000 £ per year.
Temporary until 31st March 2027. To deliver a high standard of customer service to all customers using the Mersey Tunnels. You will be required to work in the toll booths and on the plaza at both the Queensway and Kingsway Tunnels, classifying vehicles, taking payment from customers, and offering them advice, information, and general assistance.
You will need to be self-motivated, with cash handling experience and a proven track record in first line contact with the public, in a customer driven service environment. Good communication and numerical skills are also essential for delivering the quality customer service required by the Liverpool City Region Combined Authority.
About The Person
Putting customers at the heart of everything you do. Anticipating and meeting customer needs and expectations through:
- The provision of information, guidance, and assistance to customers.
- Ensuring the smooth flow of traffic.
- Assisting customers wherever and whenever required.
- Assist Team Leader in configuration of lanes during times of customer demand.
- Assist Team Leader in provision of a safe route for emergency vehicles.
Working within the established procedures in respect of handling cash or cash equivalents including:
- Classification of all vehicles using attended lanes.
- Operation of concessionary schemes.
- Provision of change to customers if applicable.
- Ensuring security of cash.
- Checking notes for authenticity.
- Facilitating card payments.
Understanding And Meeting Health And Safety Duties And Responsibilities
Operating in a safe way by:
- Complying with safe systems of work.
- Following health and safety instructions.
- Using PPE and other health and safety equipment.
Assist in the safe operation of the Mersey Tunnels by:
- Relaying messages to and from customers and Team Leader in relation to any hazards.
- Assisting the Team Leader in the event of emergencies/evacuations.
Equality Knowledge
Having an appropriate level of knowledge of equality legislation and how it affects your service area. Promoting equality and diversity by:
- Recognising and addressing the needs of different customers.
- Adapting your approach to meet the needs of different customers.
- Recognising, respecting, and valuing the diversity of your colleagues.
If you think you match the job description, and our values, then click on the link to apply. Please ensure that you provide clear examples and evidence in your application of how you meet the below key essential criteria. The information you provide in your application will be used for shortlisting.
- Experience of working in a customer-focused environment.
- Knowledge and awareness of Health and Safety in the workplace.
- Communication Skills.
Please highlight how you meet the remaining essential criteria outlined in the person specification within your CV.
About The Organisation
The Liverpool City Region is world-famous for its history, culture and creativity. A place of firsts, it is the birthplace of modern railways, public health and international trade. Now, our economy is being transformed once again, changing the world through world-leading innovation in health and life sciences, digital and creative, and advanced manufacturing - growing an economy already worth £35 billion a year.
The Combined Authority plays a central role in catalysing this innovation-led economy. We are seizing the unique opportunity to use our devolved powers and funding to create wealth and prosperity for all our 1.6 million residents and the whole UK - investing in our economy, people, place, transport and digital infrastructure. Our vision is for the Liverpool City Region to be: The best place to grow up, grow a family, and grow a business - where no-one is left behind.
Staff Benefits
- Local Government Pension Scheme contributions between 5.5% and 12.5%
- Generous holiday entitlement of 29 days rising to 34 days after 5 years service, as well as bank holidays and the option to buy 10 additional days
- Free travel around Liverpool City Region with an All-Zone Metro card worth £1,450 per year plus All Zones Off Peak Trio ticket for your spouse or partner
- Flexible and hybrid working
- 24/7 access to Employee Assistance Programme for you and your family and Free counselling service
- Automatic enrolment to our Westfield Health Programme
- Corporate discounts at council-owned gyms
- Bike to Work Scheme
- Coaching, mentoring, apprenticeships, and professional qualifications including paid membership fees and even a £1k interest free learning loan for any non-job-related learning
Equality, Diversity & Inclusion
We offer a guaranteed interview scheme for candidates who have declared that they: have a disability, are from a Black, Asian or Minority Ethnic background, are a member of a reservist or have close family links to a member of the Armed Forces as we are under-represented by people from these communities. To be considered under one of these schemes, you must indicate your eligibility in the relevant section of the application form. In addition, you must clearly demonstrate in your application how you meet the key essential criteria listed above.
The Liverpool City Region Combined Authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.
How to apply
Please apply online via the link provided. CV applications will only be accepted alongside a completed personal and monitoring information online application form.
Customer Service Officer (Tolls) employer: Liverpool City Region Combined Authority
Contact Detail:
Liverpool City Region Combined Authority Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Officer (Tolls)
✨Tip Number 1
Get to know the company! Research the Liverpool City Region Combined Authority and understand their values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about delivering top-notch service, think of scenarios where you’ve gone above and beyond for a customer. Be ready to share these examples during your interview.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even give you a heads-up about the interview process or what the team is really like.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about the opportunity and want to be part of the Liverpool City Region's exciting future.
We think you need these skills to ace Customer Service Officer (Tolls)
Some tips for your application 🫡
Show Off Your Customer Service Skills: Make sure to highlight your experience in customer-focused roles. We want to see how you've gone above and beyond for customers in the past, so share specific examples that demonstrate your skills!
Be Clear and Concise: When filling out your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point!
Demonstrate Health and Safety Awareness: Since health and safety is key in this role, include any relevant experience or training you have. Show us that you understand the importance of safety in a customer service environment.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, make sure to complete all sections of the application form for the best chance of success.
How to prepare for a job interview at Liverpool City Region Combined Authority
✨Know Your Customer Service Basics
Brush up on your customer service skills before the interview. Be ready to discuss how you've handled difficult customers in the past and what strategies you used to ensure their satisfaction. This role is all about putting customers first, so showing that you understand this principle is key.
✨Demonstrate Cash Handling Experience
Since cash handling is a big part of this job, be prepared to talk about your experience with it. Share specific examples of how you've managed cash transactions, ensured accuracy, and maintained security. This will show that you're reliable and trustworthy.
✨Showcase Your Communication Skills
Effective communication is crucial in this role. Think of examples where you've successfully communicated information or resolved issues for customers. Practice articulating these experiences clearly, as strong communication will be essential when interacting with both customers and your team.
✨Understand Health and Safety Protocols
Familiarise yourself with basic health and safety practices relevant to customer service environments. Be ready to discuss how you would handle emergencies or ensure a safe environment for both customers and colleagues. This knowledge will demonstrate your commitment to safety and responsibility.
