Are you seeking a new challenge working in a fast paced environment and have a passion for delivering excellent customer service? We’re building a talent pool of Customer Casework Support Officers as we anticipate a range of permanent and fixed term opportunities becoming available.

Your Role

As a Customer Casework Support Officer at TfGM, you will be responsible for supporting the Casework team and effectively managing travel and transport related casework which will include managing responses to complaints and using the feedback to help drive service improvements.

This is hybrid role where you will be expected to work in the office 2 days per week.

For more information, please see the role profile at the bottom of the advert.

Who are we?

The Casework team at TfGM works with internal teams and external partners to manage travel and transport-related casework. In this role, you'll handle customer complaints and use feedback to help improve services across Greater Manchester. This position offers the chance to directly impact the customer experience, with opportunities for professional development and cross-team collaboration.

What you’ll bring

What you do and how you do it is important whatever type of role you work in at TfGM and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.

You will be a highly motivated and experienced individual with excellent written skills and able to demonstrate the ability to adapt your approach depending on the audience and channel of communication. You will understand the importance of balancing a range of priorities to ensure responses are provided in a timely manner with a particular focus on quality.

You’ll also

• Be organised and detailfocused, with the ability to manage and support casework activity effectively

• Communicate clearly and professionally, including when dealing with sensitive customer issues

• Enjoy working collaboratively with colleagues across teams and with external stakeholders

• Be committed to delivering a positive, fair, and consistent customer experience

• Be willing to learn, develop, and adapt in a changing environment

What we can offer you

Over the coming months, we expect a number of Customer Caseworker Support Officer permanent and fixed term opportunities to become available for people who want to be part of something great and join our teams. As a result, we’re recruiting to a talent pool of successful candidates for roles we anticipate will be coming up.

We offer:

• A supportive and welcoming team environment

• We will support you through your development in the role and wider within TfGM..

The salary for this role ranges from £29,836 - £31,762 per annum.

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our benefits include:

• Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.

• Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.

• Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.

• Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.

• Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website

What's next?

If you believe you have the skills and experience required, we’d really like to hear from you. When completing your application, please ensure that you provide clear examples against the criteria questions, all appointments will be based on merit.

Please note that candidates who are successful at the application stage will be invited to attend an assessment centre.

We embrace AI to enhance our operations and to innovate our services. However, we value human talent and are looking for passionate individuals to join our organisation. Please ensure you personally complete your application and read all the instructions carefully to maximise your chances of success.

Applications that rely too heavily on AI may be rejected during shortlisting, however we understand that AI may be used as a reasonable adjustment, if using AI to support your application, please give a brief explanation why to help ensure fair selection process.

Priority Recruitment Scheme for ‘At Risk’ NHS GM Colleagues
If you are currently employed by a Greater Manchester NHS organisation and have been formally identified as ‘at risk’, please indicate this within your application for the role. If you select ‘Yes’ and provide evidence that your experience meets the essential criteria described in the job advert and role profile, you will be guaranteed progression to the next assessment stage. Please ensure your application clearly demonstrates how you meet these essential requirements, as the guarantee only applies to candidates who meet them.

TfGM is proud to be an equal opportunities employer that encourages and celebrates diversity. We want to recruit and retain a workforce that reflects the communities we serve and welcome individuals from all backgrounds by committing to providing a fully inclusive and accessible recruitment process. We will offer support and reasonable adjustments if required and we also have a Guaranteed Assessment Scheme which you can find out more information on here.

For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (www.gov.uk). Please note we are not a licensed sponsor.

Please note we may close the advert early if we receive a high volume of applications.

NOTE TO AGENCIES we will be accepting direct applications only for this role. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral CV.