At a Glance
- Tasks: Assist customers with enquiries via phone, email, and social media while ensuring a top-notch experience.
- Company: Join a dynamic team at SYMCA, making a real difference in South Yorkshire.
- Benefits: Enjoy flexible working hours, generous leave, and a supportive work environment.
- Other info: Hybrid role with opportunities for professional development and community impact.
- Why this job: Be part of a diverse team and help shape customer experiences every day.
- Qualifications: Strong communication skills and a knack for organisation are key to success.
The predicted salary is between 26919 - 28658 £ per year.
Application Deadline: 31 May 2026
Department: Business Operations
Employment Type: Permanent - Full Time
Location: Sheffield Head Office
Reporting To: Sean Quinn Hellewell
Compensation: £26,919 - £28,658 / year
Hours: 37 hours
Contract: 1x permanent, 1x 15 month fixed term contract
Salary: £26,919 - £28,658
Location: Sheffield (This is a hybrid role with a minimum of 3 days per week in the office)
We are seeking 2 Customer Support Assistants (1 permanent, 1 on a fixed term basis) to provide accurate, timely and efficient information to a wide range of customers across South Yorkshire. Applications must be accompanied by a cover letter to detail how you meet the criteria as detailed within the role profile. Please note, all applications should be made directly via our careers portal. We anticipate that interviews will take place the week commencing 8 June.
About the role
As a Customer Support Assistant, you will handle a wide range of customer enquiries and requests, providing accurate, timely and efficient information across multiple channels, including phone, email, web, social media and face-to-face. You will use SYMCA’s Customer Relationship Management (CRM) system to handle enquiries, orders, payments, complaints and applications for public transport products. You will be a key contributor to a high-quality customer experience, ensuring customers receive clear, consistent and helpful support. This includes maintaining accurate customer records, using standardised responses for low-complexity queries, promoting digital and self-service channels, and supporting continuous improvement by identifying trends and issues. Working closely with colleagues, stakeholders and transport operators, you’ll help ensure customer expectations are met while upholding GDPR, confidentiality, health and safety and other regulatory requirements. You will also support the secure handling of personal data, cheques and postal orders, as well as the smooth operation of customer-facing systems and assets. In addition, you will support the processing of concessionary passes, ensuring attention to detail, accuracy and efficiency at all times.
About you
We are looking for someone who is organised, detail-focused, and able to manage a varied workload. You will:
- Communicate clearly and confidently, both verbally and in writing
- Be able to work independently while also contributing positively to a team
- Have strong organisational skills and the ability to prioritise tasks effectively
- Be comfortable working with data and producing accurate information
- Be comfortable using a variety of IT systems, including Microsoft Office or CRM systems
- Take a proactive and flexible approach to your work
- Build positive working relationships with a wide range of stakeholders
A professional and adaptable approach, along with a commitment to high standards, will help you succeed in this role.
Benefits
All colleagues have access to a Local Government Pension Scheme and the chance to be part of an organisation where you can really make a difference. Located in Sheffield City Centre, we are well-placed for transport links and encourage employees to take advantage of the active travel facilities. Work/life balance is extremely important to us here at SYMCA with our recognised family/friendly policies, genuine work flexibility, recognition, and shared success.
Holiday Entitlement: From 28 to 36 days annual leave entitlement (depending on length of service) plus bank holidays. Pro-rata for part time colleagues.
Annual Leave Purchase Scheme: The ability to purchase up to a further 15 days per year in addition to your normal annual leave.
Hybrid working: Most roles within SYMCA are offered on a hybrid basis with the exception of some support roles being onsite full time. Please note, unless specified within the job advert, we cannot accommodate remote working contracts.
Flexible Hours Scheme: Most roles within SYMCA work under the Flexi-Scheme which allows office-based employees’ flexibility and discretion over their working hours. Under the scheme employees can accrue a defined amount of credit or debit of working hours, and to take time-off in the form of Flexi-Leave or banked Annual Leave.
Rewarding You: Reducing everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more with Reward Gateway and Cycle-to-Work schemes.
Training on the job: Support with upskilling skills through on-the-job training and qualifications.
Professional Membership Fees: Where membership to Professional bodies is applicable to your role, SYMCA will reimburse your membership fees where applicable and following approval by Line Management.
Diversity at South Yorkshire Combined Mayoral Authority
Our workforce is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. All employees are eligible to request Flexible Working arrangements from day one of employment as such all requests will be considered subject to operation requirements. Where candidates share disabilities within the application process, if they demonstrate that they meet all essential criteria from the Role Profile within their application, they will automatically be invited to interview. If you require any reasonable adjustments throughout the process, please contact recruitment@southyorkshire-ca.gov.uk or include within your application form detailing the adjustment and how it will assist in managing any barriers.
Customer Support Assistant (1x permanent, 2x fixed term contract) in Sheffield employer: SOUTH YORKSHIRE MAYORAL COMBINED AUTHORITY
At SYMCA, we pride ourselves on being an excellent employer, offering a supportive work culture that values work/life balance and flexibility. Located in the heart of Sheffield, our team enjoys access to a range of benefits including generous annual leave, hybrid working options, and opportunities for professional development, all while contributing to meaningful customer service initiatives that make a real difference in the community.
Contact Details:
SOUTH YORKSHIRE MAYORAL COMBINED AUTHORITY Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Assistant (1x permanent, 2x fixed term contract) in Sheffield
✨Tip Number 1
Get to know the company! Research SYMCA and understand their values, mission, and the role of a Customer Support Assistant. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers across various channels, it’s crucial to articulate your thoughts clearly. Try mock interviews with friends or family to build confidence and get feedback.
✨Tip Number 3
Showcase your organisational skills! Be ready to discuss how you manage multiple tasks and prioritise effectively. Use examples from past experiences where you successfully juggled different responsibilities.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, make sure to include a cover letter that highlights how you meet the criteria for the role. We want to see your personality shine through!
We think you need these skills to ace Customer Support Assistant (1x permanent, 2x fixed term contract) in Sheffield
Some tips for your application 🫡
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Make sure to highlight how your skills and experiences align with the role. Be specific about what makes you a great fit for the Customer Support Assistant position.
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, it’s crucial to demonstrate your communication prowess. Use clear and confident language in your application to reflect how you’d engage with customers.
Tailor Your CV:Don’t just send a generic CV! Tailor it to showcase your relevant experience and skills that match the job description. Highlight your organisational skills and any experience with CRM systems or customer service.
Apply Through Our Careers Portal:Remember, all applications should be made directly via our careers portal. It’s the easiest way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at SOUTH YORKSHIRE MAYORAL COMBINED AUTHORITY
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Support Assistant role. Familiarise yourself with the key responsibilities, such as handling customer enquiries and using CRM systems. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Prepare Real-Life Examples
Think of specific situations where you've demonstrated the skills required for this role, like effective communication or problem-solving. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you provide clear and concise responses that highlight your experience.
✨Showcase Your Tech Savvy
Since the role involves using various IT systems, be ready to discuss your experience with Microsoft Office and any CRM systems you've used. If you have examples of how you've leveraged technology to improve customer service or streamline processes, share those during the interview.
✨Ask Thoughtful Questions
At the end of the interview, take the opportunity to ask insightful questions about the team dynamics, company culture, or future projects. This not only shows your enthusiasm for the role but also helps you determine if the company is the right fit for you.
