Customer Service Advisor

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 and 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).