Join our team at Keolis Amey Metrolink (KAM), the largest light rail network in the UK!
We are recruiting for a Customer Experience Representative who is super passionate about delivering an exceptional service to our customers.
Each day will be different and will bring new challenges as you manage customer complaint referrals from Tf GM (Transport for Greater Manchester), carry out audits to monitor customer feedback, track hot topic trends and look at ways to enhance our customers experience when travelling with Metrolink.
You will play a key role in managing the day-to-day communication Tf GM contact centre, dealing with a variety of customer queries and organising travel assistance for our customers with additional requirements.
So, If you would love to join the team within Manchester’s iconic Metrolink, and you have previous experience in delivering exceptional customer service - what are you waiting for, we can’t wait to hear from you!
Key accountabilities will include:

• Manage customer complaints referrals that come in from Tf GM
• Own the complaints process and complaints are registered, fully investigated and responded to in line with associated KPIs
• Manage regular audits of customer feedback, customer facing services and trending
• customer topics and report findings back to the business
• Own the recording, storage and reuniting of lost and found property
• Liaise with internal stakeholders to investigate claims, ensuring clear timescales and expectations are set and complaints are responded to in time
• Coordinate and support delivery of customer travel assistance requests with relevant departments
• Respond to customer commendations to identify the team member and drive internal recognition
• Record and carryout an initial triage of customer claims for damage to property, injury, and loss and refer to the relevant department

What you’ll bring:

• Champion the customer voice to drive positive culture change
• Experience of customer complaints and leading thorough investigations to identify root cause and next step actions
• Know your audience, analyse feedback and continuously look at ways to improve the customer experience
• Experience in writing reports on the outputs of investigations
• Excellent communication skills
• A team player, who is passionate, motivated and organised to deliver results
• Proficient use of Microsoft packages
• Able to work under pressure with excellent attention to detail to maintain a high standard of service
• Relationship building with multiple stakeholders

Our Commitment to you:
At KAM, we celebrate the diversity of our customers, communities, and colleagues, and strive for a workforce which is equitable, inclusive and representative of the communities we serve and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, and sexual orientation to apply. We look forward to receiving your application.
We live our values of “We Care, We Commit, We Imagine” through our behaviours and we strongly believe that diverse perspectives drive innovation and create an environment where individuals can imagine that anything is possible. We care about our people, and we fully commit to creating an inclusive environment where our people feel valued, respected and empowered to thrive.
To ensure you are given the best opportunity to succeed in the recruitment process, please let us know if you will require any support or reasonable adjustments. You can contact our team here recruit@metrolink.co.uk.


What we will offer you:

• An annual salary of £27,500
• full-time
• The role requires flexibility to be able to cover a working shift pattern 7 days per week
• Free Tram Travel for all our colleagues, plus a sponsored pass for an immediate family member
• 25 days holiday, plus bank holidays
• Access to Amazing Discounts at major retailers including Asda, Currys PC World, John Lewis and many more.
• Family Friendly Policies including enhanced maternity and paternity pay.
• Wellbeing Support including a free counselling, health checks and Employee Assistance Programme.
• Supporting your development focusing on career pathways and professional fees covered if required for role.

The closing date for applications is 14 November 2024.
Interviews will take place on the 18 or 20 November 2024.


What we will need to check:


If you are successful, we will need to complete several pre-employment checks prior to you starting. These include.

• Proof of address.
• Evidence of right to work in the UK.
• References from previous employment or studies from the last 3 years
• Pre-employment medical (level subject to role).
• Criminal Records self-declaration check, in line with the Rehabilitation of Offenders Act (1974).

Depending on the level of applications for this role we may close the advert earlier, therefore we encourage you to submit your application early.
Keolis Amey Metrolink (KAM) is the largest light rail network in the UK. Growing and evolving since first opening in 1992. Metrolink have so far expanded to 103km of track, 99 stops and 147 trams, with a target of 52 million yearly passengers by the end of 2022.
We recognise and celebrate the diversity of our customers, communities and colleagues and strive for a workforce that is representative of the communities we serve, and society at large.
Evergreen Building North, 160 Euston Road,
London, United Kingdom, NW1 2DX