At a Glance
- Tasks: Deliver excellent customer service and assist passengers with ticket sales and travel queries.
- Company: Join West Midlands Trains, a leading transport provider with a focus on customer satisfaction.
- Benefits: Competitive salary, free travel for you and family, and a great pension scheme.
- Other info: Flexible shifts, dynamic work environment, and opportunities for career development.
- Why this job: Be the face of our service and make a real difference in customers' journeys.
- Qualifications: Customer-focused, great communication skills, and able to handle conflict calmly.
The predicted salary is between 26320 - 31706 £ per year.
Your role is key in delivering great customer service to our passengers. Based at Smethwick Galton Bridge Station, you will be the face of West Midlands Trains, helping to sell tickets to customers, deal with travel queries and ensure the station is clean, tidy and safe.
Please note that this is a talent pool vacancy created to support future recruitment opportunities.
What does the job involve?
- Shift patterns will include weekends, early starts and late finishes.
- Assisting customers in planning their journey – selling tickets and providing advice, to get our customers to their destination.
- Processing cash and card payments - using the ticket vending machines.
- Handling difficult situations in a calm, customer focussed manner.
- Making sure the station is safe - spotting and reporting any safety issues to the relevant team.
- Deliver great customer service to our customers.
What skills and experience do I need to do the job?
- Customer focussed – being presentable, approachable and proactive.
- Comfortable managing conflict and remaining calm in difficult situations.
- Great communication skills – able to flex your style to the audience.
- Having flexibility – both with your hours of work and approach to work.
- Using your initiative to solve problems and resolve issues.
- Live within a reasonable commute of the station you have applied for – early starts and late finishes will mean you need to be able to get to work, possibly before/after public transport is running.
- For safety reasons, you need to be aged 18 or older.
- To ensure continuity and an effective delivery of service, successful candidates will be required to commit to a minimum 14-month period in role after achieving competence.
What is the salary and benefits that come with this role?
- Salary is £26,320, rising to £31,706 once you have completed your initial probation period.
- A defined benefit pension from day 1 – one of the best in the UK.
- Free travel on all London Northwestern and West Midlands Railway services for you, your spouse/partner, and dependents.
- 75% off all other train operating companies for you, your spouse/partner, and dependents.
- 8 Friends and Family Day passes to gift per annum on our network.
- A 24/7 Virtual GP service for you and your household.
- Our Employee Assistance Programme (EAP) - A confidential employee benefit that supports you with personal or work-related issues affecting your home life, work life, health, or wellbeing.
- Our cycle to work scheme with Evans Cycles.
- A retail discount portal - offering savings, discounts and cashback at over 800 retailers and restaurants.
Due to the volume of applications we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.
As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.
Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.
Booking Office - Talent Pool in Birmingham employer: WM Trains
As a Carriage Cleaner Supervisor at our Worcester depot, you will join a company that prioritises employee wellbeing and professional growth. With a strong focus on safety and compliance, we offer a supportive work culture where your leadership skills can thrive, alongside excellent benefits such as a defined benefit pension, free travel for you and your family, and access to a 24/7 Virtual GP service. Our commitment to your development ensures that you will have the opportunity to build expertise and advance your career in a meaningful way.
StudySmarter Expert Advice🤫
We think this is how you could land Booking Office - Talent Pool in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WM Trains. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like WM Trains before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Booking Office - Talent Pool in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to WM Trains:Your cover letter is your chance to shine! Tell us why you want to work at WM Trains specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at WM Trains!
How to prepare for a job interview at WM Trains
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
