Are you looking for a new challenge in a fast-paced environment, with a real opportunity to make a difference to people’s everyday journeys? Do you have a passion for delivering high quality customer service and handling complex queries with care and professionalism? If so we would like to hear from you! We’re building a talent pool of Customer Casework Officers as we anticipate a range of permanent and fixed term opportunities becoming available.

Your role

At Transport for Greater Manchester (TfGM), our customers are at the heart of everything we do. The case management process plays a vital role in ensuring customer voices are heard, concerns are addressed fairly, and feedback is used to drive continuous service improvement.

As a Customer Casework Officer, you will be responsible for managing a varied caseload of travel and transport related enquiries and complaints. You’ll investigate issues thoroughly, produce clear and well reasoned written responses, and work closely with colleagues and external partners to achieve the best possible outcomes for customers.

You’ll also use customer insight and feedback to help identify themes, trends, and opportunities to improve services across Greater Manchestermaking this a role where your work has a visible and meaningful impact.

This is a hybrid role, with an expectation to work in the office two days per week.

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

Who are we?

The Casework Team at TfGM works collaboratively across the organisation and with a wide range of external partners to manage customer casework relating to travel and transport services.

In this role, you’ll be part of a supportive and experienced team that values quality, fairness, and learning. You’ll have the opportunity to develop your skills, build strong relationships across the organisation, and contribute to improvements that directly shape the customer experience across Greater Manchester.

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’ll be a highly motivated individual with strong written communication skills, able to adapt your style to suit different audiences and channels. You’ll understand the importance of managing competing priorities and delivering timely responses, while maintaining a strong focus on quality and attention to detail.

You’ll also:

• Have excellent communication and interpersonal skills

• Be comfortable working collaboratively with colleagues across the organisation and with external stakeholders

• Be committed to delivering a positive and fair customer experience

• Be willing to learn, adapt, and continuously improve how we work

If you believe you have the skills and experience required, we’d really like to hear from you.

What we can offer you

Over the coming months, we expect a number of Customer Caseworker roles including permanent and secondment 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 £36,093 - £41,161 per annum depending on experience.

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.

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.