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Job description

Midland Metro Limited (MML) – Driver Customer Service Representative

Post Title:

Driver Customer Service Representative

Department:

Operations

Location:

Wednesbury, West Midlands

Reporting to:

Operations Management Team

Direct Reports:

N/A

Role Purpose:

• To provide a safe, smooth and comfortable journey to all West Midlands Metro customers
• To be responsible for delivering a customer experience that exceeds expectation
• To ensure that all customers have a valid ticket or pass an be the customer’s expert in providing best value advice for their travel arrangements

Role Responsibilities:

• To be an ambassador for Midland Metro Limited, maintaining professionalism at all times
• To ensure that you adhere to all Company policies and procedures and responsibly practice safe methods of work
• Promptly and accurately communicate travel disruption information to your customers using the communication methods available
• Develop an in-depth knowledge of products and services provided by Midland Metro Limited including ticketing options, the local area surrounding the stops and other transport modes
• Report any safety critical concerns or behaviors through the correct internal procedure
• To provide a service in line with the published timetable, while maintaining the safe operation of a tram
• To complete thorough and accurate incident reports when applicable
• To have an awareness of the surrounding tram and stop conditions and report any deficiencies
• To have a comprehensive knowledge of By-laws and the Conditions of Carriage with a particular focus on customer comfort
• To lead by example by carrying out your duties in a safe manner while displaying company behaviors

Training:

• To attend all planned training events as and when required
• To complete all training and learning opportunities to a high standard and maintain competency levels necessary for the role
• To complete all mandatory or safety critical training for the job role on an annual basis

Health & Safety:

• To comply with Health and Safety Instructions and directives in accordance with Company policies and procedures
• To report immediately any accidents, incidents or near misses including personal injury and vehicle damage to the Control Room
• To attend and cooperate in any investigation following an incident, as required
• To comply with the safety and environmental statements and Drugs and Alcohol policy and procedures

Decision Making Authority:

• To understand and carry out instructions from the Control team

People Management:

• To facilitate the customer experience

Legislation & Compliance:

• In common with the whole rail industry, the successful applicant will be required to pass a stringent drugs and alcohol test

Person Specification – Driver Customer Representative

Tasks:

Level of Experience

Desirable

Or

Essential

Work Experience:

The suitable candidate will be able to demonstrate the following competences:

• Able to demonstrate excellent customer service skills in a busy environment
• An effective listener with excellent communication skills written and verbal
• Experience in a forward-facing customer focused role
• Ability to stay calm work within a pressurised environment while dealing effectively with varied customer situations
• To have proven experience of working in customer service environment
• To demonstrate a proactive “can do” attitude
• Can work unsociable hours weekends and Bank Holidays
• A Full UK and Clean Driving Licence to be held for at least 12 months
• Must be 21 years or above

Essential

Education:

• To have GCSE Maths and English at Grade C or above
• To hold a customer service qualification

Desirable

Managing People:

• To work alongside other departments within the Company

Essential

Communication:

• Must have excellent interpersonal skills
• Good attention to detail
• Good communication skills, both written and verbal

Essential

Additional Qualities:

• Proven ability to deal with customers in a face to face environment and being able to represent the company effectively jure in a disruption.
• Must be able to handles cash and all electronic payment methods

Essential

Personal Attributes:

• To be trustworthy
• To be reliable and punctual
• To take pride in your appearance and adhere to the Company Dress Code Policy and Procedures

Essential

Driving through Change:

• To be a responsible team member and contribute your ideas through the correct forums

Desirable

Drugs & Alcohol

• To undertake drugs and alcohol testing in line with current company procedures and policy

Essential

Job Type: Full-time

Salary: From £21,500.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Free or subsidised travel
• Life insurance
• On-site parking
• Referral programme

Schedule:

• 8 hour shift
• Holidays
• Night shift
• Weekend availability

Application question(s):

• Please can you confirm if you are over the age of 21 ?
• Please can you confirm if you have any experience working within a Service delivery role ?

Licence/Certification:

• Full UK Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Work Location: One location

Application deadline: 26/02/2023
Reference ID: D/CSR ID 01/23