Customer Service Officer

TfGM Transport for Greater Manchester (Piccadilly Place)

Do you want to play a key role in shaping the future of travel in Greater Manchester? Are you passionate about helping people? Do you have strong organisational skills, customer service skills and excellent attention to detail and want to progress your career? If so, we’d like to hear from you.


About your role

It’s a really exciting time to be joining Transport for Greater Manchester. As a Customer Support Officer, you will form part of the Customer Contact Centre team for Transport for Greater Manchester. Acting as the first point of contact for customers and stakeholders you will handle all queries and requests received into the TfGM 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. You will also be at the beating heart of all enquiries relating to bus franchising. No two days are ever the same! You will be part of a friendly dynamic team with a varied skill set who provide efficient, friendly customer service and advice.


About you

Transferable skills which we are seeking include excellent written and verbal communication, the ability to work using several different systems at the same time, a strong team player with the ability to work effectively on an individual basis and have the willingness to continually develop and learn. We need people who are passionate about achieving targets, as we pride ourselves in hitting our daily KPIs.


Successful candidates will be provided with a full training programme and a “buddy” to help integrate into the dynamic working contact centre environment.

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.


If you believe you have the skills and experience required for this role, we would like to hear from you!

For more information about this role. please see role profile attached Here.pdf


What we can offer


Valuing and rewarding our workforce is important to us which is why we offer a range of fantastic benefits, such as:


·       We currently have two vacancies: one permanent and one 18 month fixed term contract.

·       A salary of £24,104 – £25,916 per annum depending on experience, plus 12.5% shift allowance.

·       27 days holiday per annum (plus bank holidays)

·       Flexible and hybrid working options to promote and support a good work/life balance

·       Free bus, rail or Metrolink travel to and from work within the Greater Manchester boundary

·       Generous pension scheme contributions

·       Commitment to learning and personal development and upskilling with reimbursement of professional fees, where essential to the role

·       We promote good physical and mental health and can provide additional support to staff via our employee assistance programme when required


What next?


If you see yourself as part of this team and have the skills and experience, we are seeking, we’d really like to hear from you.


To apply please provide your CV and a covering letter detailing how you meet the criteria for the role. Our short-listing process is anonymised, so please do not include your name or contact details on either of these documents. If any personal details are included these will be visible to the hiring manager.


Please be aware that we may close the vacancy early if we receive a high volume of applications.


For this opportunity, you must be able to prove you have the right to work in the UK – if in doubt please visit the following link Employers’ right to work checklist – GOV.UK (


We are a Disability Confident employer and offer support and reasonable adjustments as required.  We also have a Guaranteed Assessment Scheme for candidates who declare a disability; are aged 24 or under who have previously been or currently are in care; are a carer as defined by within the Greater Manchester Carers Charter; and where the Armed Forces was their last long-term substantive employer; where they meet the minimum criteria for the role.


TfGM is an equal opportunities employer that cultivates and celebrates diversity. We want to recruit and retain a workforce that reflects the communities we serve.  Whatever your background and identity. We are committed to making our recruitment practices as inclusive as possible for everyone.  We encourage and welcome applications from all backgrounds and are particularly keen to encourage applications from women, members of ethnic minority groups and people with disabilities who are currently under-represented within our workforce.



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