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

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1 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: 31 st December 2018

2 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. pg. 1

3 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. pg. 2

4 Tasks: Work Experience: Person Specification Driver Customer Representative Level of 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. Or Education: To have GCSE Maths and English at Grade C or above. To hold a customer service qualification. Managing People: To work alongside other departments within the Company. Communication: Must have excellent interpersonal skills Good attentions to detail Good communication skills in written and verbal communications. 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. 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. Driving through Change: To be a responsible team member and contribute your ideas through the correct forums pg. 3

5 Drugs & Alcohol To undertake drugs and alcohol testing in line with current company procedures and policy. pg. 4