CSCO - Customer Services & Communication Officer

Posted: 13/11/2023 09:27
Start Date: Not Available
Salary: 25418
Location: Wednesbury
Level: Team Member
Deadline: 31/12/2023 23:59
Hours: 37.50
Benefits: Free Travel, Discount Scheme, Refer a Friend & more
Job Type: Permanent

Communication Officer:

Role Purpose:

To deliver the best possible customer experience through effective and timely communication using all MML communication channels. Be the customer champion, encouraging a customer focused approach throughout MML. Support internal communications and engagement activities with MML colleagues using a variety of tools.

Role Responsibilities:

  • Provide consistent, customer focussed responses to all enquiries received through West Midlands Metro communication channels within target service levels; always aiming to provide excellent customer service.
  • Promptly and accurately communicate travel disruption information to customers and front-line colleagues to ensure customers are up to date, utilising all channels available to reach a wide audience.   
  • Identify safety critical feedback and escalate to the appropriate service area / colleagues in accordance with company processes.   
  • Ensure that all information provided in responses to customer enquiries is accurate and in accordance with company guidelines and information. 
  • Maintain an in-depth knowledge of products and services, to support the delivery of high quality and accurate information to customers.
  • Provide tailored responses to customers to ensure that they feel valued and are receiving an individual service. 
  • Proactively share ideas to improve the service and drive customer excellence within West Midlands Metro.  
  • Analyse, monitor and report on trending topics to ensure issues can be identified and addressed. 
  • Provide copy for internal communications and support the delivery of the colleague engagement and event plan.
  • Be the first point of contact for My Metro app users to resolve technical queries.
  • Record all lost property items, respond to lost property enquiries and ensure that the items are disposed of in line with the company policy. 
  • Be the on-call contact for out of hours customer communication support on a rota basis.
  • To carry out any other duties as are within the scope, spirit and purpose of the role.

Work Experience:

  • Able to demonstrate excellent customer service skills in a busy environment 
  • Experience in a customer focussed role
  • Detailed understanding of social media platforms within a business environment. 
  • Proven experience of Microsoft office to an intermediate or advanced level. 
  • Experience of using a customer relationship management system
  • Proven ability to stay calm work within a pressurised environment whilst communicating effectively with customers and colleagues
  • Able to evidence effective teamwork across departments and manage expectations.
  • Experience of colleague engagement or event planning
  • A communication or digital media qualification

What we offer in return:

  • Competitive Salary.
  • 25 days holiday + bank holidays.
  • Free travel on West Midlands trams and buses for you and your partner
  • Contributory Pension Scheme.
  • Life Insurance
  • Discounted Gym Membership.
  • 24/7 365 Employee Assistance Programme (EAP)
  • Company Uniform