West Yorkshire Combined Authority
Metroline Customer Service Advisor (L2)
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Role details
We currently have a vacancy for a Customer Service Advisor to join our MetroLine team on a full-time basis.
As Customer Service Advisor, you will play a vital role in supporting customers across West Yorkshire by providing clear and tailored travel information through telephone, email, webchat, and social media, ensuring that every interaction meets agreed service standards and customer needs. You will use your knowledge of the transport network, ticketing, and concessionary schemes to respond to queries, resolve issues, and escalate concerns where necessary, delivering excellent customer service across all communication channels. Additionally, you will undertake Relief Team Leader duties on a rota basis to ensure adequate cover for all operational hours by:
- Monitoring call levels
- Taking escalated calls
- Issuing breaks
- Making decisions on last minute emergency holiday requests
- Ensuring staff are not left in Wellington House on their own
- Recording sick leave
- Informing team leaders
- Arranging cover if necessary
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There may also be occasional opportunities to provide cover at our Travel Centres in West Yorkshire, where you will deliver professional face-to-face support, assist with journey planning queries, sell tickets and passes, handle cash, and process concessionary applications using the Haven tilling system.
This role offers flexibility through hybrid working and is ideal for someone seeking a mix of weekday and weekend shifts. Working days/times can be discussed at interview.
With opportunities for training and internal progression, this is an excellent role for anyone who wants to develop their career in a supportive environment where your contribution makes a real difference to customers. Previous experience in customer service, whether in a contact centre, retail, webchat, or similar environment is ideal, as we are looking for a Customer Service Advisor with a genuine passion for helping people and delivering outstanding service.
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