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Temporary Customer Support Officer Reference no: TFGM TCL 0007 8939 / 1 Pay rate £14.50 per hour PAYE This opening assignment is for 3 months Office Based initially but hybrid once induction has been successfully completed You will be able to work flexibly on a rota system between 7am and 8pm Monday to Friday and 8am to 8pm at weekends for which you will receive 12.5% shift allowance As a Customer Support Officer, you will form part of the Customer Contact Centre team for Greater Manchester. Acting as the first point of contact for customers and stakeholders you will handle all queries and requests received into the Contact Centre, via telephone or in writing. These include issuing travel passes, making Local Link journey reservations, Contactless Payments enquiries, Journey planning advice and much more Key responsibilities:

• Handle incoming enquiries via phone, email, letter, social media and any other contact channels used
• Use the most effective and appropriate contact channels available in responding to customers and stakeholders
• Ensure, where required, necessary sign off is received for external communications
• Ensure compliance with the provisions of the Data Protection Act with respect to the handling of personal data held for passes and permits purposes

“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:

• Educated to GCSE or level equivalent

• An understanding of accessibility issues faced by customers and stakeholders (for example language, disabilities) and the ability to adopt appropriate communication methods to ensure a positive customer experience
• Experience of dealing with customers or stakeholders by telephone with the ability to relay information clearly and concisely, delivering excellent customer service in all interactions
• Experience of liaising with internal colleagues to resolve issues
• Experience of working within an organisations policies and procedures
• Experienced user of Microsoft Office and Database systems
• Experience of handling difficult customer or stakeholder interactions and reaching a positive conclusion

• Excellent written skills with the ability to compose letters, emails and other correspondence using customer focussed language and tone
• Excellent written and verbal communication with the ability to work using several different systems at the same time.
• Demonstrable success in a target driven role

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD. If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application. To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF. If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items: Other preferable/desirable details to include on your CV, if applicable:ALD If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:

Job Ref: TFGM TCL 0007 8939 / 1

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent. Please do try to resist contacting us with requests for progress updates. We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed. Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs. Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.