Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support customers with travel enquiries and ticketing, ensuring excellent service.
- Company: Join Transport for West Midlands and help keep the region moving.
- Benefits: Generous pension scheme, 28 days leave, healthcare plans, and discounts.
- Other info: Hybrid role with opportunities for career growth and volunteering.
- Why this job: Make a real difference by helping people navigate their journeys confidently.
- Qualifications: Customer service experience and strong digital skills required.
The predicted salary is between 22000 - 26000 ÂŁ per year.
Join Transport for West Midlands and help keep the region moving. TfWM connects communities through buses, trams, trains, ticketing and wider transport initiatives that support millions of journeys each year. As a Customer Services Advisor, you’ll play an important role in that mission by supporting customers who rely on these services every day. You’ll help with ticketing, travel enquiries, Swift products and concessionary travel passes, ensuring customers receive accurate information and excellent service.
You’ll handle a high volume of inbound calls, use multiple systems to resolve queries efficiently, and record clear notes for follow‑up actions. There may also be opportunities to support customers through email and web chat as the service continues to grow. This is a fast‑paced contact centre role suited to someone who enjoys helping people, solving problems and staying calm under pressure. We’re looking for confident communicators with strong digital skills, strong attention to detail and a genuine passion for customer service. Your work will directly support TfWM’s reputation, helping customers travel confidently across the region.
Shift Pattern
The Contact Centre is open Monday to Friday, 8:00am to 6:00pm. Shifts are rota‑based between:
- 8:00am to 4:00pm
- 10:00am to 6:00pm
The service also operates on Saturdays from 9:00am to 1:00pm. You’ll be required to work 1 in 3 Saturdays, with time off in lieu provided during the week.
Location
The location for this role is 16 Summer Lane, Birmingham, B19 3SD. This is a hybrid role, with a minimum of two days per week based in the office, including a mandatory office day every Wednesday.
What you’ll be doing
- Act as the first point of contact for customers, resolving telephone and digital enquiries efficiently while delivering a consistently high‑quality customer experience.
- Provide accurate and compliant information across WMCA transport products and services, ensuring customer records and interactions are correctly captured using approved systems.
- Achieve first‑time resolution wherever possible, meeting agreed performance targets, quality standards and customer satisfaction measures.
- Work collaboratively with internal teams and external service providers to resolve customer issues promptly and effectively.
- Support service efficiency by promoting self‑service options, contributing to value for money, and flexibly supporting other customer service activities as required.
What's essential
- Customer Service or Call Handling Experience.
- Experience of responding positively to customer complaints and dissatisfaction.
- PC literate with experience of using customer systems or databases.
- Ability to handle customer telephone calls with a first‑time resolution approach.
- Ability to handle and process customer data in a busy service led environment.
- Education to GSCE level.
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. This approach allows for potential year‑on‑year salary increases, offering progression and appropriate rewards to employees. 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, will writing, 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.
- 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.
Reasonable adjustments
If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process, please get in touch with our Recruitment Team (careers@wmca.org.uk).
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).
Customer Service Advisor in Birmingham employer: West Midlands Combined Authority
Contact Detail:
West Midlands Combined Authority Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Birmingham
✨Tip Number 1
Get to know the company! Research Transport for West Midlands and understand their mission. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Service Advisor, you'll need to be a confident communicator. Try role-playing common customer scenarios with a friend or family member to get comfortable with handling queries.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you've successfully resolved customer issues. This will demonstrate your ability to achieve first-time resolutions, which is key for this role.
✨Tip Number 4
Apply through our website! We want to see your application directly, so make sure to submit it there. It shows initiative and gives us a chance to see your enthusiasm for the role right from the start.
We think you need these skills to ace Customer Service Advisor in Birmingham
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service or call handling. We want to see how you've positively responded to customer complaints and how you’ve resolved issues in the past.
Be Clear and Concise: When filling out your application, keep your answers clear and to the point. We appreciate attention to detail, so make sure your information is accurate and well-organised.
Tailor Your Application: Take a moment to tailor your application to the role. Mention specific skills that match the job description, like your ability to handle high volumes of calls or your digital skills.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at West Midlands Combined Authority
✨Know Your Stuff
Before the interview, make sure you’re familiar with Transport for West Midlands and their services. Brush up on ticketing systems, travel enquiries, and the Swift products they offer. This will show your genuine interest in the role and help you answer questions confidently.
✨Practice Makes Perfect
Since this role involves handling a high volume of calls, practice responding to common customer queries. You could even role-play with a friend or family member. This will help you stay calm under pressure and improve your first-time resolution skills.
✨Show Off Your Digital Skills
As a Customer Service Advisor, you'll be using multiple systems. Be prepared to discuss your experience with customer databases and any relevant software. If you have examples of how you've used technology to enhance customer service, share those during the interview!
✨Be a Team Player
Collaboration is key in this role. Think of examples where you’ve worked effectively with others to resolve issues or improve service. Highlighting your teamwork skills will demonstrate that you can contribute positively to the contact centre environment.