Customer Intelligence Field Officer in Birmingham

Are you passionate about customer service and looking for a role where you get to engage with people from all walks of life and no two days are the same? If so, you may have the perfect role for you. We are looking for a Customer Intelligence Field Officer to be the eyes and ears of the West Midlands Combined Authority, acting as a customer champion, engaging with the public and recording information to ensure that we are getting things right for everyone. You will need to be personable, a team player and an engaging individual who enjoys working outdoors.

Whether you are undertaking data collection, conducting face‑to‑face research, monitoring transport, assisting passengers or delivering leaflets, you will be contributing to the WMCA's ambition to be forward‑thinking and determined to find better ways of working for the region. Full training will be provided; customer service experience is essential. You must be able to provide a minimum of 4 days unrestricted availability each week, to include a Saturday and/or a Sunday. Typical duty hours range from 6.00 a.m. – 12.00 midnight. In return, we will offer you flexible working hours, autonomy and a travel pass to access the network. There is a guaranteed payment of 25 hours per month. The Customer Intelligence Team's work schedule changes each week. There is the ability to work additional hours subject to the work planned and your availability. This role is not full time.

What you will be doing:

• You will be monitoring and recording the reliability of various transport modes.
• You will take pride in the transport network being a Customer Champion and record and report any issues of concern with anti‑social behaviour, the state of facilities/assets, or unsafe actions of bus drivers, contractors or customers.
• You will undertake face‑to‑face engagement with members of the public to inform the organisation for future planning and improvement projects.
• You will deliver a smart, friendly, positive, visible presence on the network, at a range of locations to include bus stations, transport stops and other services.
• You will work across the 7 districts of the West Midlands region.
• You will undertake compliant cash handling and associated reconciliation duties as required.

What's essential:

• Experience of dealing with the public in a customer‑facing role.
• Excellent communication and interpersonal skills.
• Excellent timekeeping.
• Team working.
• Resilient character.
• High attention to detail.
• Proficient using a mobile device to navigate the West Midlands region via car/public transport (e.g. Google maps).

Location: The role will vary across the West Midlands. You will be required to work at various sites across the region.

Salary and benefits:

We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate. Requests for salaries above the maximum advertised range will not be considered. We offer a comprehensive benefits package that includes:

• Local Government Pension Scheme – one of the most generous pension schemes in the UK.
• Shared Cost Additional Voluntary Contribution scheme where you can build an additional pot of money alongside your pension with contributions exempt from Income Tax and National Insurance contributions (NICs).
• 28 days paid annual leave (with an option to purchase more) + statutory days.
• EV car benefit scheme.
• Healthcare plans.
• Discounted gym membership and mortgage advice.
• An option to buy a bicycle, including e‑bikes and adapted pedal cycles, at a discounted rate.
• 3 days of paid leave each year to volunteer.
• Interest‑free financing through SmartTech to buy the latest technology.
• Discounted shopping with over 2,000 big‑name retailers, and more; you can also obtain a Costco membership through the WMCA.
• Boundless unlocks unlimited entry to top‑rated UK attractions and loads of extra benefits and discounts.
• Eye Care Scheme, offering a free eye test and a financial contribution towards your glasses.

Our Values and Behaviours:

• Collaborative: We work as one organisation, building trust, connection and shared purpose across teams, partners and customers to create the biggest impact for our region.
• Driven: Focussed on impact – leading with clarity, care and courage to deliver meaningful results for the West Midlands.
• Inclusive: Every voice matters – we create belonging, fairness and psychological safety so everyone can thrive.
• Innovative: We think future‑ready and act smarter – embracing curiosity, creativity and continuous improvement to shape the future.

Creating an inclusive workplace: WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We're a Disability Confident Employer with Leader status, committed to interviewing applicants with disabilities who meet all the essential role criteria. We are also proud to be a Ban the Box employer, which means we do not ask about criminal convictions at the initial application stage, and will only ask after an offer is made as part of our onboarding checks, which helps us remove barriers for people with past convictions and supporting fair opportunities for all. We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould. We gladly consider part‑time, flexible, and job share arrangements, so please don't let these factors deter you from applying.

Right to Work in the UK: Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements before any employment offer can be confirmed. Non‑UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).