We are currently looking to recruit 3 Part-Time Customer Service Officers to join our Tolls team at the Mersey Tunnels (Tolls) in Wallasey and Birkenhead.

This will be Fixed Term Until 31st March 2025.

The part-time AM position works for 4 hours per day Monday – Friday, with start times between 07:00-10:00

The part-time PM position works for 4 hours per day Monday – Friday, with start times between 15:00-18:00


Role overview:

To deliver a high standard of customer service to all customers using the Mersey Tunnels. You will be required to work in the toll booths and on the plaza at both the Queensway and Kingsway Tunnels, classifying vehicles, taking payment from customers, and offering them advice, information, and general assistance.

You will need to be self-motivated, with cash handling experience and a proven track record in first line contact with the public, in a customer driven service environment. Good communication and numerical skills are also essential for delivering the quality customer service required by the Liverpool City Region Combined Authority.   

Key role and responsibilities:

• •Putting customers at the heart of everything you do.
• •Anticipating and meeting customer needs and expectations through: -
  -The provision of information, guidance, and assistance to customers.
• -Ensuring the smooth flow of traffic.
• -Assisting customers wherever and whenever required.
• -Assist Team Leader in configuration of lanes during times of customer demand.
• -Assist Team Leader in provision of a safe route for emergency vehicles.

• •Working within the established procedures in respect of handling cash or cash equivalents including: -
• -Classification of all vehicles using attended lanes.
• -Operation of concessionary schemes.
• -Provision of change to customers if applicable.
• -Ensuring security of cash.
• -Checking notes for authenticity.
• -Facilitating card payments
  
  
• •Understanding and meeting health and safety duties and responsibilities.
  
  
• •Operating in a safe way by: -
• -Complying with safe systems of work.
• -Following health and safety instructions.
• -Using PPE and other health and safety equipment.
  
  
• •Assist in the safe operation of the Mersey Tunnels by: -
• -Relaying messages to and from customers and Team Leader in relation to any hazards.
• -Assisting the Team Leader in the event of emergencies/evacuations.
  
  
• •Having an appropriate level of knowledge of equality legislation and how it affects your service area.
  
  
• •Promoting equality and diversity by: -
• -Recognising and addressing the needs of different customers.
• -Adapting your approach to meet the needs of different customers.
• -Recognising, respecting, and valuing the diversity of your colleagues

Required skills and knowledge:

• •GCSE English & Mathematics or Level 2 qualification in Literacy & Numeracy (or equivalent).
• •Experience of working in a customer-focussed environment.
• •Experience of cash Handling and security of cash.
• •Knowledge and awareness of Health and Safety in the workplace.
• •Ability to work alone.
• •Communication Skills.
• •Committed approach to Customer Care.
• •Committed approach to Learning and development.

What we can offer you:  

• •Local Government Pension Scheme contributions between 5.5% and 12.5%
• •Generous holiday entitlement of 29 days rising to 34 days after 5 years service, as well as bank holidays and the option to buy 10 additional days
• •Free travel around Liverpool City Region with an All-Zone Metro card worth £1,450 per year plus All Zones Off Peak Trio ticket for your spouse or partner
• •Flexible and hybrid working with role dependent overtime and enhanced pay
• •24/7 access to Employee Assistance Programme for you and your family and Free counselling services
• •Corporate discounts at council-owned gyms
• •Bike to Work Scheme
• •Coaching, mentoring, apprenticeships, and professional qualifications including paid membership fees and even a £1k interest free learning loan for any non-job-related learning

If you think you match the job description and our values then click on the link to apply, indicating how you meet the person specification. 

We offer a guaranteed interview scheme for all candidates who met the essential criteria in the job description and who have declared that they: have a disability, are from a Black, Asian or Minority Ethnic background, are a member of a reservist or have close family links to a member of the Armed Forces as we are under-represented by people from these communities.

Our vision is to create a fairer, stronger and cleaner city region. Somewhere we can all be proud of, where no one is left behind. To make our vision a reality we’re looking for people, from all walks of life, who reflect the diversity of our communities, feel connected to our vision, and who role model our three behaviours. 

We work together to make investments in areas that have a real impact on our communities, such as transport, employment, culture, digital and housing.

Our aim is to ensure that everyone benefits from the decisions we make. We want to create an environment which allows our economy to thrive for the good of everyone who lives and works in Liverpool City Region

We offer a guaranteed interview scheme for all candidates who met the essential criteria in the job description and who have declared that they: have a disability, are from a Black, Asian or Minority Ethnic background, are a member of a reservist or have close family links to a member of the Armed Forces as we are under-represented by people from these communities.

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.