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17 Aug 2022

Full-Time Customer Service Officer (Merseytravel Customer Services Contact Centre) Date posted: 15/08/2022

LCRCA – Posted by LCRCA Liverpool, England, United Kingdom

Job Description

Do you have a passion for delivering a quality customer service to the customers of the Liverpool City Region?  Is the customer at the heart of everything you do?


Merseytravel are looking for a customer service professional with experience of working in a high performing, fast paced multi-channel customer services contact centre.  The successful candidate should be able to adapt their approach to meet the individual and diverse needs of our customers through multiple communication channels including telephone, email and social media (twitter).


Excellent verbal and written communication skills are essential and knowledge of engaging with customers via social media channels is desirable.


Good time management and effective work prioritisation are key attributes to the role.  You must have a ‘can do’ attitude, be self-motivated, responsive and able to adopt a flexible working approach to meet the demands of the customer.


You must have the ability to work as part of an already established team yet be able to work on your own initiative whilst continually striving to develop yourself and the customer experience.


The successful candidate will be required to work within established policies and procedures to comply with Governance and Audit Standards so a knowledge of BACS, PCI DSS and GDPR would be advantageous.


Please Note: Shortlisted candidates will be invited to attend a short assessment followed by a face-to-face interview on either Wednesday 14 September or Thursday 15 September 2022 at Mann Island, Liverpool.  Approximate duration of both the assessment and interview is likely to be 60 minutes.



Location:Liverpool ONE Hub with some elements of remote / home working
Working Hours:35 hours per week (full time)


Standard 7.5 hours working day, inclusive of an unpaid 30min lunch


Ad-hoc split shift working where needed to support operational demand


The Contact Centre is staffed between 6.45am through to 8.15pm Monday to Friday and 7.45am through to 8.15pm Saturday, Sunday and Bank Holidays.


Current shift-pattern is a 10-week rolling rota with every other weekend working.



Closing Date for Applications: 26 August at 12 noon


The Liverpool City Region Combined Authority is committed to having a workforce that is representative of the communities we serve.  To this end, we particularly welcome applicants from Black, Asian and Minority Ethnic Backgrounds, who have a disability or are members of the Armed Forces, Reservists or Veterans.


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.

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How to Apply

Application forms and further details are available by visiting our website at https://www.liverpoolcityregion-ca.gov.uk/governance/vacancies/   Completed application forms can be sent to:  recruitment@liverpoolcityregion-ca.gov.uk

Job Categories: Equal Opportunities. Job Types: Full-Time.


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