Customer Casework Support Officer
- Organisation: Transport for Greater Manchester
- Job Type: Temporary Contract, initially until 31st March 2025
- Pay Rate: £13.49 per hour (PAYE)
- Working Arrangement: Hybrid (2 days in-office). Flexible hours between 8:00am - 7:00pm. 37-hour week, Monday to Friday.
Join TfGM's Customer Casework team and play a crucial role in handling customer enquiries and complaints, predominantly via email. This position requires a proactive approach to customer service, ensuring effective communication and compliance with data protection standards.
Day-to-day of the role:
- Handle incoming enquiries via email, resolving general enquires and complaints.
- Providing immediate responses where possible, transferring customers to appropriate internal colleagues when necessary.
- Maintain up-to-date information on internal contact details to facilitate effective service.
- Log customer feedback relating to public transport, ensuring systems are updated to record enquiries and track progress.
- Prioritise customer impact in all decision-making processes and maintain a customer-focused attitude in all interactions.
Required Skills & Qualifications:
- Experience in customer service, particularly in handling a variety of communication channels.
- Ability to multitask and handle high volumes of enquiries efficiently.
- Excellent communication skills, capable of adapting style and tone to meet customer needs.
- Knowledge of public transport systems, ticketing, and concessionary travel schemes is highly advantageous.
- Proficiency in using various IT systems.
To apply for the Customer Casework Support Officer position, please submit your CV below and a consultant will be in touch to discuss the next steps.