Customer Casework Officer

Are you seeking a new challenge working in a fast paced environment and have a passion for delivering excellent customer service?

About your role

Transport for Greater Manchester (TfGM) is passionate about ensuring that customers are at the heart of what we do and the case management process is fundamental to putting that ethos into practice. As a Customer Casework Officer at TfGM, you will be responsible for effectively managing travel and transport related casework which will include managing responses to complaints and using the feedback to help drive service improvements.

About you

You will be a highly motivated and experienced individual with excellent written skills and able to demonstrate the ability to adapt your approach depending on the audience and channel of communication. You will understand the importance of balancing a range of priorities to ensure responses are provided in a timely manner with a particular focus on quality. You will also have exceptional communication skills and the desire to work closely with colleagues across the organisation as well as a range of external stakeholders to ensure the best possible customer experience is delivered.

If you believe you have the skills and experience required, we’d really like to hear from you.

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

What we offer

We have 2 roles - one permanent and one fixed term for 18 months.

This role comes with a salary of £29,990 - £34,758 per annum depending on experience.

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

• 27 days holiday per annum (plus bank holidays)

• Flexible and hybrid working options to support a culture of promoting good work/life balance

• Free bus travel within Greater Manchester

• Free 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 through apprenticeships

• Reimbursement of professional fees, w.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?

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 (www.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 w.the Armed Forces was their last long-term substantive employer; w.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.

For more information please visit - www.tfgm.com/careers

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