If you are passionate about providing excellent customer service, then this may be the role for you.
We are looking for someone who thrives within a fast-paced environment and enjoys a role with a lot of autonomy. We need a conscientious individual who will act as the eyes and ears for the organisation, to maintain our high standards of customer service and the health and wellbeing of all bus station users. Our aim is to deliver a smart, friendly, visible, customer-centric service to all bus operators and bus station users.
The Bus Station Supervisor is responsible for making sure that our bus stations are fit for purpose. Working as a frontline ambassador, you will provide real time information on services, conduct health and safety checks and provide a visual presence to maintain customer confidence.
This is a great opportunity for a customer service professional who might fancy a change of industry or wants that next step up, in their career. We aren’t looking for someone who has done a similar role previously, as full training will be given. We just want someone who will put our customers first and genuinely cares about the customer experience.
This is a role that offers a great working environment with flexible shifts, as we recognise that it’s important that our employees get a healthy work life balance. Our bus stations operate between 7.00am – 7.00pm, 7 days a week. On average you will work 36.5 hours a week.
What you will be doing.
- Monitor, record and address any issues of concern with the condition of the facilities, unsafe actions of bus drivers, contractors or customers and identify anything that might undermine the customer experience.
- Promote health and safety management and establish good traffic management practices, ensuring all bus operators adhere to the Bus Station Users Agreement
- Be proactive in identifying changes to improve the interface and service to our customers and advise the Area Bus Station Manager of any suggestions.
- Undertake daily health and safety inspections of the site.
- Proactively identify customer needs, as well as provide customer information upon request.
- Be proactive with support to the organisation’s promotion and delivery of Swift Services and to deliver first-line response to ensure that ticketing vending systems are fully operational, reporting and resolving issues.
- Carry out Emergency First Aid and be a First Responder for the application of the Defibrillator equipment at the request of the Emergency Services within the local town Centres.
- Assist the Area Bus Station Manager with enquiries and complaints in connection with the operation of bus stations.
- Ensure information on public transport is up to date and as customers would expect to see it.
What’s Essential
- You will be an enthusiastic, positive, and proactive individual who has a flair for problem solving.
- Being people focussed is essential as our customers are our number one priority. We need someone who is self-motivated with a strong attention to detail.
- You will need to have come from a customer service background and used to working within a pressurised environment.
- Excellent interpersonal and communication skills is a must!
How to apply.
On clicking ‘apply for this job’, you will be prompted to register for an account, which you can do using your name and email address. You will have the opportunity to upload a CV when registering. Uploading your CV will auto-populate the employment and education sections of your profile. Please note, we do not see your CV once you have submitted your application.Our shortlisting decisions are based on what you tell us in your profile - and so it is important to check the information is correct and format your profile so that it really stands out.
You will be asked to provide a supporting statement which should fully outline your suitability for the role, highlighting how your skills and experience match the essential job criteria. If you already have one that you have prepared earlier, you can simply copy and paste this into the application form. For more information on how to apply, please visit the FAQ page on our career site.
Reasonable adjustments.
If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process (for example, you might need to submit your application in a different format), please get in touch with our Recruitment Team (careers@wmca.org.uk). We are here to assist and accommodate your needs.
Salary and benefits.
We advertise salary ranges for job roles, with new appointments typically starting at the lowest salary point. In exceptional cases, where higher skill levels or experience are applicable, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees. Requests for salaries above the maximum advertised range will not be considered.
We offer a comprehensive benefits package that includes a Local Government Pension Scheme (one of the most generous pension schemes in the UK), 28 days paid annual leave(plus an option to purchase more!), ethical saving options and healthcare plans, paid volunteering days, free financing for the latest technology, discounted shopping with over 2,000 big-name retailers, and more. For more information, please visit the benefits page on our career site.
Location.
This position is based at Wolverhampton and Bilson Bus Station. However, this position is West Midlands based and there will be occasions where you could be asked to work from any bus station in the region.
Creating an inclusive workplace.
We are dedicated to creating a diverse, inclusive, and authentic workplace that reflects the communities of the West Midlands region. We believe that building a team with varied backgrounds and experiences will benefit us as an employer and enhance our work.
WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We’re a Disability Confident Employer with ‘Leader’ status, committed to interviewing applicants with disabilities who meet all the essential role criteria.
We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould.
We gladly consider part-time, flexible, and job share arrangements, so please don't let these factors deter you from applying. If your values align with ours and you are dedicated to working towards a future that we can all be proud of, we would love to hear from you.
Right to Work in the UK
Applicants will need to evidence that they have the legal right to work in the UK, in accordance with UK Home Office requirements, before any employment offer can be confirmed.
Thank you for considering joining our team at WMCA. We look forward to receiving your application and the opportunity to work together towards our shared goals.
