Customer Experience Coordinator

Join our team at Keolis Amey Metrolink (KAM), the largest light rail network in the UK!

We are recruiting for a Customer Experience Coordinator to support the business on delivering exceptional customer service based on our customers feedback.

Each day will be different and will bring new challenges as you manage customer feedback and complaint referrals from TfGM (Transport for Greater Manchester) contact centre.

You will play a key role in managing the day-to-day communication and gathering feedback information from TFGM's contact centre and following up with a variety of customer queries. You will be carrying out audits to monitor customer feedback, use insights and data to track hot topic trends that will enable the business to act on customer feedback which will enhance the service to our customers when travelling with Metrolink.

So, If you would love to join the team within Manchester’s iconic Metrolink, and you have previous customer service experience in an admin or contact centre capacity we would love to hear from you!

Key accountabilities will include:

• Manage customer complaints referrals that come in from TfGM
• Own the customer feedback process from TFGM to KAM and uploading the information to our system
• Manage the complaints process and ensure complaints are registered in the system, fully investigated and responded to in line with associated KPIs
• Liaise with internal stakeholders to investigate claims, ensuring clear timescales and expectations are set and complaints are responded to in time
• Manage regular audits of customer feedback and trending customer topics and report findings back to the business
• Own the recording, storage and reuniting of lost and found property
• Coordinate and support delivery of customer travel assistance requests with the relevant departments
• Respond to customer commendations to identify the team member and drive internal recognition
• Record and carryout an initial triage of customer claims for damage to property, injury, and loss and refer to the relevant department
• Support the team with admin duties such as scheduling school visits and careers fairs, raising purchase orders and processing invoices for payment 

What you’ll bring:

• Champion the customer voice and feedback to drive positive culture change
• Experience of customer complaints and leading thorough investigations to identify root cause and next step actions
• Know your audience, analyse feedback and continuously look at ways to improve the customer experience
• Experience in writing reports on the outputs of investigations
• Excellent communication skills
• A team player, who is passionate, motivated and organised to deliver results
• Proficient use of Microsoft packages
• Able to work under pressure with excellent attention to detail to maintain a high standard of service
• Relationship building with multiple stakeholders

The closing date for applications is 10 March 2025.

Depending on the level of applications for this role we may close the advert earlier, therefore we encourage you to submit your application early.

What we will offer you:

• An annual salary of £27,500
• full-time
• The role requires flexibility to be able to cover a working shift pattern 7 days per week
• Free Tram Travel for all our colleagues, plus a sponsored pass for an immediate family member
• 25 days holiday, plus bank holidays
• Access to Amazing Discounts at major retailers including Asda, Currys PC World, John Lewis and many more.
• Family Friendly Policies including enhanced maternity and paternity pay.
• Wellbeing Support including a free counselling, health checks and Employee Assistance Programme.
• Supporting your development focusing on career pathways and professional fees covered if required for role.

Our Commitment to you:

At KAM, we celebrate the diversity of our customers, communities, and colleagues, and strive for a workforce which is equitable, inclusive and representative of the communities we serve and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, and sexual orientation to apply. We look forward to receiving your application.

We live our values of “We Care, We Commit, We Imagine” through our behaviours and we strongly believe that diverse perspectives drive innovation and create an environment where individuals can imagine that anything is possible. We care about our people, and we fully commit to creating an inclusive environment where our people feel valued, respected and empowered to thrive.

To ensure you are given the best opportunity to succeed in the recruitment process, please let us know if you will require any support or reasonable adjustments.  You can contact our team here recruit@metrolink.co.uk.

What we will need to check:

If you are successful, we will need to complete several pre-employment checks prior to you starting. These include.

• Proof of address.
• Evidence of right to work in the UK.
• References from previous employment or studies from the last 3 years
• Pre-employment medical (level subject to role).
• Criminal Records self-declaration check, in line with the Rehabilitation of Offenders Act (1974).