Customer Service Representative

Join our team at KeolisAmey Metrolink (KAM), the largest light rail network in the UK!

We are currently seeking Customer Service Representatives (CSRs) to join our Customer Operations Teams on a 12 months fixed term basis, to deliver a top-notch experience for our diverse customer base across Greater Manchester.

As a CSR, you will be a vital part of our team, providing excellent customer care to passengers at all times. Full training will be provided to you as part of your induction.

As you will be working out on our network in all weathers, you will be provided with the appropriate uniform and workwear to carry out your full duties.

These roles will work a shift pattern roster between Tuesday and Saturday, working an average of 37.5 hours per week.

Key responsibilities:

• You will play a key role in ensuring fair payment through ticket and pass checking and issuing standard fares.
• You will help deterring anti-social behaviour by being a visible presence on the system and working with Greater Manchester Police and British Transport Police on crime-related issues.
• In addition, you will provide effective crowd control, signposting, and customer care at special events in and around the city centre.

You can be our ideal CSR if:

• You are an individual with excellent customer service skills and a customer-centric background, who can work flexibly on shift patterns that include evenings and weekends.
• You can adapt quickly to changing operational situations and demands.
• You can demonstrate high-quality written and verbal communication skills.
• You can make decisions quickly and accurately under pressure, and have the confidence to deal with difficult situations and large groups of people.

At KAM, we celebrate the diversity of our customers, communities, and colleagues, and strive for a workforce that is representative of the communities we serve.

Studies have shown that women and people of colour are less likely to apply for jobs unless they meet every single qualification. We are dedicated to creating a diverse, inclusive and authentic workplace and would especially like to hear from applicants from Black, Asian and other racially marginalised communities.

Comprehensive training will be provided to ensure that you are fully equipped to perform in this crucial role.

If you are passionate about delivering a customer-focused service and thrive on working in a team, we would love to hear from you.

Click the ‘Apply Now’ button to submit your application and join us in our mission to keep Greater Manchester moving and growing every day!

KeolisAmey Metrolink are a Disability Confident Employer and will guarantee an interview to candidates who have declared they have a disability and who meet the minimum criteria for the role.