Customer Experience Officer

Your new company
Midland Metro Limited (MML) operates the West Midlands Metro, delivering essential transport services across the region. The organisation is focused on safety, professionalism, and delivering an exceptional customer journey. As a highly visible public transport operator, MML plays a key role in connecting communities while maintaining high operational and customer service standards.

Your new role
As a Customer Experience Officer, you will act as a frontline ambassador for Midland Metro Limited, ensuring customers receive a safe, informative and positive travel experience. Based across the network, you will provide ticket and travel advice, support customers during service disruption, and ensure all passengers hold valid tickets. You will also be responsible for reporting safety concerns, completing incident reports when required, and maintaining a professional presence at all times. The role is offered on a fixed-term contract and reports into the Operations Management Team.

What you'll need to succeed
To succeed in this role, you will have proven experience in a customer-facing environment, ideally within a busy or pressurised setting. You will be an excellent communicator with strong interpersonal skills and the ability to remain calm when managing challenging situations. A proactive, "can-do" attitude is essential, along with high standards of professionalism and reliability.You must be 18 or over and be willing to undertake mandatory training, including drugs and alcohol testing. GCSE Maths and English (Grade C or above) and a customer service qualification are desirable but not essential.

What you'll get in return
In return, you will receive full training and ongoing development to support you in the role, along with the opportunity to work for a well-established and respected regional transport provider. You will gain valuable experience within the rail and transport industry, working as part of a supportive operations team, while developing strong customer service and safety-critical skills in a dynamic environment.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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