Customer Services Advisor in Birmingham

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, attention to detail and a genuine desire to help people. You don’t necessarily need to come from a customer service background, but you’ll need to be willing to learn and committed to providing a great experience for our customers. Your work will directly support TfWM’s reputation, helping customers travel confidently across the region.

Shift Pattern: Our Contact Centre is open Monday to Friday, 8:00am to 6:00pm. Shifts are rota-based and will be agreed by your line manager. The service also operates on Saturdays from 9:00am to 1:00pm. You’ll be required to work 1 in 4 Saturdays, with time off in lieu provided during the week.

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 GCSE level.

Salary and benefits: We offer a comprehensive benefits package that includes:

• Local Government Pension Scheme.
• Shared Cost Additional Voluntary Contribution scheme.
• 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 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.
• Eye Care Scheme, offering a free eye test and a financial contribution towards your glasses.

We put people and place at the heart of everything we do, working hand in hand with our partners to direct funding where it's needed most. What you do, really matters. Your expertise will help make a big difference, improving people's lives, every day.

Our Values and Behaviours: Fostering an environment where people feel valued, included, supported, and proud to contribute to our region is important to us at the WMCA. Our behaviours guide how we work, make decisions, and treat one another.

• Collaborative: We work as one organisation.
• Driven: We are focused on outcomes.
• Inclusive: We value difference.
• Innovative: We are courageous.

Creating an inclusive workplace is important to us. We’re a Disability Confident Employer with ‘Leader’ status, committed to interviewing applicants with disabilities who meet all the essential role criteria. We encourage individuals who are passionate about the role to apply.

Sponsorship / Right to work requirements: We welcome applications from all suitably qualified candidates; however, Skilled Worker visa sponsorship will only be considered for roles that meet our defined business-critical criteria. This role does not meet that threshold.