Bus Station Supervisor in Dudley

If you are passionate about providing excellent customer service, then this may be the role for you. We are looking for a motivated individual who thrives within a fast-paced environment and enjoys a role with a lot of autonomy. We need a conscientious individual who will act as the eyes and ears for the organisation, to maintain our high standards of customer service, driving the health and wellbeing of all bus station users, whilst ensuring our facilities are safe and presentable. Our aim is to deliver a smart, friendly, visible, customer-centric service to all bus operators and bus station users.

The Bus Station Supervisor is responsible for making sure that our bus stations are fit for purpose. Working as a frontline ambassador, you will provide real-time information on services, conduct health and safety checks, monitor and report any causes of concern or opportunities for customer improvements, and provide a visual presence to maintain customer confidence. This is a great opportunity for someone with a passion to make a difference to people's lives, whether it be someone with a safety background or a customer service professional who might fancy a change of industry or wants that next step up in their career.

You will be part of a team delivering a brand-new bus station to our region, unique to the other sites we currently manage and operate. We aren't looking for someone who has done a similar role previously, as full training will be given. We just want someone who will put our customers first and genuinely cares about the customer experience. This is a permanent role that offers a great working environment with flexible shifts, as we recognise that it's important that our employees get a healthy work-life balance. Our bus stations operate between 7.00am - 7.00pm, 7 days a week. On average you will work 36.5 hours a week based on a rolling 10-week rota. This role may require you to support at other bus stations across the region to ensure business continuity, however, this role is predominantly split between bus stations in Dudley Town Centre, the Merry Hill Centre and Cradley Heath.

What you will be doing:

• Monitor, record and address any issues of concern with the condition of the facilities, unsafe actions of bus drivers, contractors or customers and identify anything that might undermine the customer experience.
• Promote health and safety management and establish good traffic management practices, ensuring all bus operators adhere to the Bus Station Users Agreement.
• Be proactive in identifying changes to improve the interface and service to our customers and advise the Bus Station Manager of any suggestions.
• Undertake daily health and safety inspections of the site.
• Proactively identify customer needs, as well as provide customer information upon request.
• Be proactive with support to the organisation's promotion and delivery of Swift Services and to deliver first-line response to ensure that ticketing vending systems are fully operational, reporting and resolving issues.
• Carry out Emergency First Aid and be a First Responder for the application of the Defibrillator equipment at the request of the Emergency Services within the local town Centres.
• Assist the Bus Station Manager with enquiries and complaints in connection with the operation of bus stations.
• Ensure information on public transport is up to date and as customers would expect to see it.

What's essential:

• Ability to work positively with the public and work under pressure.
• Self-motivated with good attention to detail.
• High-level of customer service skills and experience in a customer interfacing role.
• Cultural sensitivity and empathy, with an ability to identify and serve the needs of a range of customers from different backgrounds and experience in helping people with mobility and other impairments, challenges, and requirements.
• Basic I.T. skills, including Microsoft Word and Outlook.
• Good standard of numeracy and literacy.

Location: This role may require you to support at other bus stations across the region to ensure business continuity, however, this role is predominantly split between bus stations in Dudley Town Centre, the Merry Hill Centre and Cradley Heath.

How to apply:

Applying for a role with WMCA is straightforward. Follow these steps to get started:

• Create your Careers Account. Register with your name, email address, and a password.
• Build your Profile. Upload your CV to help populate your career and education details.
• Write your Supporting Statement. Make sure to address each of the required essential criteria.
• Submit your application. Do one final check and once complete, click submit.

Anonymised Applications: Your uploaded CV won't be visible after submission. Our process is anonymised, and only the information in your profile is used for shortlisting. Be thorough in each section. It's your chance to showcase your skills and experience.

Using Artificial Intelligence (AI): We cannot stop anyone from using AI to help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application. Applications that rely too heavily on AI may be rejected during shortlisting.

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).

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, 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 now 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.

For more information, please visit the benefits page on our career site.

Why join WMCA: WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home. 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 are more than statements; they guide how we work, make decisions, and treat one another - they set the standards we hold ourselves to and the experience we want others to have.

• 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: Focused 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 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).