Customer Intelligence Field Officer

Are you passionate about customer service and looking for a role where you get to engage with people from all walks of life and no two days are the same? If so, I may have the perfect role for you.

We are looking for a Customer Intelligence Field Officer to be the eyes and ears of the West Midlands Combined Authority, acting as a customer champion, engaging with the public and recording information to ensure that we are getting things right for everyone. You will need to be personable, a team player and an engaging individual who enjoys working outdoors.

Whether you are undertaking data collection, conducting face to face research, monitoring transport, assisting passengers or delivering leaflets, you will be contributing to the WMCA’s ambition to be forward thinking and determined to find better ways of working for the region.

Full training will be provided; customer service experience is essential. You must be able to provide a minimum of 4 days unrestricted availability each week, to include a Saturday and/or a Sunday. Typical duty hours range from 6.00 am – 12 midnight.

In return, we will offer you flexible working hours, autonomy and a travel pass to access the network.

There is a guaranteed payment of 25 hours per month. The Customer Intelligence Team’s work schedule changes each week. There is the ability to work additional hours subject to the work planned and your availability. This role is not full time.

• You will be monitoring and recording the reliability of various transport modes.
• You will take pride in the transport network being a ‘Customer Champion’ and record and report any issues of concern with anti-social behaviour, the state of facilities/assets, or unsafe actions of bus drivers, contractors or customers.
• You will undertake face to face engagement with members of the public to inform the organisation for future planning and improvement projects.
• You will deliver a smart, friendly, positive, visible presence on the network, at a range of locations to include bus stations, transport stops and other services.
• You will work across the 7 districts of the West Midlands region.
• You will undertake compliant cash handling and associated reconciliation duties as required.

• Experience of dealing with the public in a customer facing role
• Excellent communication and interpersonal skills
• Excellent timekeeping
• Team working
• Resilient character
• High attention to detail
• Proficient using a mobile device to navigate the West Midlands region via car/public transport e.g. Google maps

The location for this role will vary across the West Midlands. You will be required to work at various sites across the West Midlands.

We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, 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:

• Local Government Pension Scheme (
  one of the most generous pension schemes in the UK
  )
• Shared Cost Additional Voluntary Contribution scheme where you can build an additional pot of money alongside your pension with contributions exempt from Income Tax and National Insurance contributions (NICs)
• 28 days paid annual leave (with an option to purchase more) + Statutory days
• EV car benefit scheme
• Healthcare plans
• Discounted gym membership, will writing, and mortgage advice
• An option to buy a bicycle
  , including e-bikes and adapted pedal cycles, at a discounted rate
• 3 days of paid leave each year to volunteer
• Interest‑free financing through Smart Tech to buy the latest technology
• Discounted shopping with over 2,000 big‑name retailers, and more. You can now also obtain a Costco membership through the WMCA.
• Boundless unlocks unlimited entry to top‑rated UK attractions and loads of extra benefits and discounts
• Eye Care Scheme
  , offering a free eye test and a financial contribution towards your glasses