Customer Support Officer

• Job Type: Temporary, Full-time (Hybrid)
• Location: Manchester City Centre, M1 3BG
• Duration: 6 Months
• Pay: £16.37 per hour PAYE
• Total Working Hours: 37 hours per week
• Working Pattern: Shift patterns between 8am and 8pm, Monday to Friday

Transport for Greater Manchester are looking to recruit 18 experienced Customer Support Officers to support the launch of new travel schemes across Greater Manchester.

This role is ideal for candidates with strong call centre or telephone-based customer service experience who can confidently manage customer enquiries, provide accurate travel information, and deliver excellent service in a fast-paced environment.

Key Responsibilities

• Handle customer enquiries via phone, email and written correspondence.
• Provide support relating to travel, tickets, passes, memberships and applications.
• Assist customers with journey planning and alternative travel routes during disruptions.
• Manage complaints, feedback and service requests.
• Update customer records and work across multiple systems simultaneously.
• Process applications, renewals, refunds and other administrative tasks.
• Deliver excellent customer service while meeting team targets and service standards.

What We're Looking For

• Previous contact centre, call centre or customer support experience.
• Excellent verbal and written communication skills.
• Strong IT skills with the ability to navigate multiple systems.
• Confident problem solver who can think on their feet.
• Strong administration and attention to detail.
• Flexible to work shifts, including evenings and weekends.

Assessment Process

Interviews are expected to include scenario-based assessments where candidates will be asked to:

• Respond to realistic customer enquiries.
• Demonstrate problem-solving under pressure.
• Guide customers through alternative travel routes and travel options.
• Showcase strong communication and customer service skills.

If you have a passion for customer service and experience working in a busy telephone-based environment, we'd love to hear from you.