Customer Service Officer (Tolls)

About the Role

The Full-Time-time position works across a roster encompassing 24 hours per day 7 days per week. Generally, 8 hours 20 minutes per day in blocks of 5 days followed by 3 or 4 Rest Days.

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.   

 About the person

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.
  
  

 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.

About the organisation

The Liverpool City Region is world-famous for its history, culture and creativity. A place of firsts, it is the birthplace of modern railways, public health and international trade. Now, our economy is being transformed once again, changing the world through world-leading innovation in health and life sciences, digital and creative, and advanced manufacturing - growing an economy already worth £35 billion a year.

The Combined Authority plays a central role in catalysing this innovation-led economy. We are seizing the unique opportunity to use our devolved powers and funding to create wealth and prosperity for all our 1.6 million residents and the whole UK - investing in our economy, people, place, transport and digital infrastructure. Our vision is for the Liverpool City Region to be: The best place to grow up, grow a family, and grow a business - where no-one is left behind.

Staff benefits

• .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
• .24/7 access to Employee Assistance Programme for you and your family and Free counselling service
• .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

Equality, Diversity & Inclusion

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.