Driver Customer Representative Wednesbury Salary Range: £18,360. (Training) to £20,373. Midland Metro Ltd is a new company that is owned by the West Midlands Combined Authority. It is an inspiring time for Midland Metro Ltd as the Combined Authority delivers a £1.3 billion investment plan set to significantly expand the tram network, bringing even greater connectivity to people, places and business. We currently have an exciting opportunity for a Driver Customer Representative to provide a safe, smooth comfortable journey to all customers. You’ll be responsible for delivering a customer experience that exceeds expectation and will ensure that all customers have a valid ticket or pass. Responsibilities will include the driving of a Tram within the current system, whilst ensuring you adhere to adhere to the safety regulation. You will need to accurately communicate travel disruption information to customers, developing an in-depth knowledge of products and services available including ticketing options, reporting any safety critical concerns and completing thorough and accurate incident reports. You’ll provide a service in line with published time tables whilst maintaining safe operation of the tram and will have a comprehensive knowledge of By-laws and Conditions of carriage with a particular focus on customer comfort. We’re looking for someone with a full, clean driving licence to be held for at least 12 months and someone who is 21 years or above. You’ll possess GCSE Maths and English at Grade C or above and previous experience within a forward-facing customer focussed role would be an advantage. You’ll demonstrate a positive, can do attitude combined with the ability to stay calm within a pressurised environment and will demonstrate excellent customer service skills in a busy environment. It is no secret our fleet of trams will be double in size as the network expands throughout Birmingham and the West Midlands. As a Driver Customer Representative, you will need to work a rolling shift pattern. This is on average a 39-hour shift pattern over 5 / 6 weeks. You will be required to start as early as 4.00am and you will be required to work a late shift which finishes around 2.00am. You will also be required to work some weekends as part of the shift pattern. In return we provide a comprehensive training programme, competitive salary, a uniform, a pension scheme and a travel pass that allows you to travel within the West midlands on Bus or Tram.

• Are you over the age of 21? Y/N

• Do you hold a full and clean driving license? Y/N

• Are you able to work Early morning and late Nights and commit to a rolling shift pattern? Y/N

Apply To: Recruitment@westmidlandsmetro.com

Closing Date: 31st December 2018

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Midland Metro Limited (MML) – Driver Customer Representative

Post Title:

Driver Customer Representative

Department:

Operations

Location:

Wednesbury, West Midlands

Reporting to:

Operations Management Team

Direct Reports:

N/A

Role Purpose:

• To provide a safe smooth comfortable journey to all West Midlands Metro customers.

• To be responsible for delivering a customer experience that exceeds expectation.

• To ensure that all customer have a valid tickets or pass. To be the customer’s expert in providing best value advice for their travel arrangements.

Role Responsibilities:

• To be an ambassador for the Midlands Metro Limited and maintaining professionalism at all times.

• To ensure that you adhere to all Company policies and procedures and responsibly practice safe methods of work.

• Promptly and accurately communicate travel disruption information to your customers using the communication methods available.

• Develop and in-depth knowledge of products and services provided by Midlands Metro Limited including ticketing options, surrounding and other transport modes.

• Report any safety critical concerns or behaviors through the correct internal procedure.

• To provide a service in line with published time table whiles maintaining a safe operation of the tram.

• To complete thorough and accurate incident reports when applicable.

• To have an awareness of the surrounding Tram and stop conditions and report any deficiencies.

• To have a compressive knowledge of By-laws and Conditions of carriage with a particular focus on customer comfort.

• To lead by example by caring out my duties in a safe manner while displaying company behaviours.

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Training:

• To attend all planned training events as and when required.

• To ensure all training learning outcomes to maintain competency levels necessary for the role.

• To complete on an annual basic all mandatory or safety critical training for the job role.

Health & Safety:

• To comply with Health and Safety Instructions and directives in accordance with Company policies and procedures.

• To report immediately any accidents incidents or near misses including personal injury and vehicle damage to the Control Room.

• To attend and cooperate in any investigation following an incident as required.

• To comply with the safety and environmental statements and Drugs and Alcohol policy and Procedures.

Decision Making Authority:

• To understand and carry out the instructions from the Control team.

People Management:

• To facilitate the customer experience.

Legislation & Compliance:

• In common with the whole rail industry, the successful applicant will be required to pass a stringent drugs and alcohol test.

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Person Specification – Driver Customer Representative

Tasks:

Level of Experience

Desirable Or Essential

Work Experience:

• The suitable candidate will be able to demonstrate the following competences.

• Able to demonstrate excellent customer service skills in a busy environment

• An effective listener with excellent communication skills written and verbal.

• Experience in a forward-facing customer focused role.

• Ability to stay calm work within a pressurised environment whilst dealing effectively with various customer situations.

• To have proven experience of working in customer service environment.

• To demonstrate a proactive “can do” attitude.

• Full Clean Driving Licence to be held for at least 12 months

• Must be 21 years or above.

Essential

Education:

• To have GCSE Maths and English at Grade C or above.

• To hold a customer service qualification.

Desirable

Managing People:

• To work alongside other departments within the Company.

Essential

Communication:

• Must have excellent interpersonal skills

• Good attentions to detail

• Good communication skills in written and verbal communications.

Essential

Additional Qualities:

• Proven ability to deal with customers in a face to face environment and being able to represent the company effectively jure in a disruption.

• Must be able to handles cash and all electronic payment methods.

Essential

Personal Attributes:

• To be trustworthy

• To be reliable and punctual

• To take pride in their appearance and adhere to the Company Dress Code Policy and Procedures.

Essential

Driving through Change:

• To be a responsible team member and contribute your ideas through the correct forums

Desirable

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Drugs & Alcohol

• To undertake drugs and alcohol testing in line with current company procedures and policy.

Essential