Customer Service Officer - Hubs

• CSO_JD_2025

Please apply online via the link provided.

Please note, CV applications will only be accepted alongside a completed personal and monitoring information online application form.

We have an exciting opportunity to join us here at the Liverpool City Region Combined Authority working in our bus stations and travel centres.

We are looking for resilient people who demonstrate enthusiasm to deal with the different types of enquiries we receive every day. You will have a passion for delivering outstanding customer service.

We have Full Time and Part Time posts available.

Full Time Hours- 35hrs per week, Monday to Sunday inclusive, shift work, including Bank Holidays. Various work patterns, typically covering 06.45 to 20.15, however times may vary depending upon operational demand.

Part Time Hours-17.5hrs average per week, Thursday to Sunday inclusive, shift work, including Bank Holidays. Various work patterns, typically covering 06.45 to 20.15, however times may vary depending upon operational demand.

Could you please advise in your application which post you are applying for.

Locations
This role is on site. The posts will initially be based at one of our Bus Station sites and due to the nature of the role you will be required to work at any Bus Station location across the Merseyside area as and when required. Our sites include Bus Stations and Travel Centres in Liverpool, Birkenhead, Bootle, Huyton and St Helens.

About the role

The roles involves providing a professional, skilled and visible services to passengers, contractors and partners within the Merseytravel Bus Station and Travel Centre environment, in one of six Bus Station and Travel Centre locations across the Merseyside area.

Duties can be at different locations during the same shift so you need to use the public transport system/drive between locations.

This role is one of high visibility foot patrol in bus stations ensuring that services are efficiently and safely delivered to passengers and bus operators along with duties in the Travel Centre.

The role involves working both indoors and outdoors within our community.

Key role and responsibilities

•Deliver an excellent standard of customer service at all times, taking a proactive and positive approach to ensure customer satisfaction
•You will be part of a high performing team
•Effectively and accurately communicate information to customers and colleagues
•Deliver continuous improvement in services
•Ensure services and workplace are open and accessible to all members of the community
•Contribute to a sustainable environment

About the person

You will have proven experience in customer focussed operational environment as well as demonstrating strong customer focus, putting customers at the heart of everything.

You will have experience of cash handling and/or ticket sales as well an excellent standard of numeracy and literacy.

You will have excellent communication and interpersonal skills and be able to work on own and as a team.

You will have experience and understanding of Health and Safety.

You will have environmental awareness and the ability to demonstrate our core values, including a commitment to Equality, Diversity, and Inclusion.

You will be competent and proficient in all current IT systems and applications including Microsoft Office Suite.

You will be commitment to learning and self-development and excellent standard of personal presentation.

If you think you match the job description, and our values, then click on the link to apply.

Please ensure that you provide clear examples and evidence in your personal statement of how you meet the below key essential criteria. The information you provide in your personal statement will be used for shortlisting.

• •Experience of delivering face to face services to a wide range of customers.
• •Experience of cash handling and/or ticket sales.
• •Ability to respond to spontaneous incidents in a calm and effective manner.

Staff benefits

• •Local Government Pension Scheme contributions between 5.5% and 12.5%
• •Generous holiday entitlement of 29 days rising to 34 days after 5 years service, as well as bank holidays and the option to buy 10 additional days
• •Free travel around Liverpool City Region with an All-Zone Metro card worth £1,450 per year plus All Zones Off Peak Trio ticket for your spouse or partner
• •24/7 access to Employee Assistance Programme for you and your family and Free counselling service
• •Automatic enrolment to our Westfield Health Programme
• •Corporate discounts at council-owned gyms
• •Bike to Work Scheme
• •Coaching, mentoring, apprenticeships, and professional qualifications including paid membership fees and even a £1k interest free learning loan for any non-job-related learning

Equality, Diversity & Inclusion

We offer a guaranteed interview scheme for candidates who have declared that they: have a disability, are from a Black, Asian or Minority Ethnic background, are a member of a reservist or have close family links to a member of the Armed Forces as we are under-represented by people from these communities.

To be considered under one of these schemes, you must indicate your eligibility in the relevant section of the application form. In addition, you must clearly demonstrate in your personal statement how you meet all the key essential criteria listed above, and highlight how you meet the remaining essential criteria outlined in the person specification within your CV.

Applications that do not include this evidence will not be considered under the guaranteed interview schemes.

The Liverpool City Region Combined Authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.

Currently we are unable to provide sponsorship for this role , we recommend that you assess your eligibility before applying for this position. Please visit https://www.gov.uk/skilled-worker-visa

Recruitment Next Steps

Please note once candidates have been shortlisted they will be required to interview on site, this will include a written assessment.