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Senior Customer Service Officer – Contact Centre - Closed

Date posted: 14/10/2021

Closing date: 28 October, 2021 12:00 pm

Hours per week: 35

Salary: £25,840.13 - £29,169 (inclusive of 12.5% shift allowance, and Weekend Enhancement)

Job Description:

Senior Customer Service Officer

Customer Service Contact Centre supporting the Liverpool City Region Combined Authority and Merseytravel


Do you have a passion for delivering a quality customer service to the 1.6m residents and customers of the Liverpool City Region?  Is the customer at the heart of everything you do?


We’re looking for a customer service professional with previous operational experience of working in a high performing, service driven, fast paced multi-channel customer service contact centre.  The successful candidate should be able to adapt their approach to meet the individual and diverse needs of our customers through multiple communication channels including telephone, email and digital; including social media, web chat and virtual assistant chat bots.


Excellent verbal, written communication skills and a knowledge of engaging with customers via social media and other digital channels skills are essential.


Good time management and effective work prioritisation are key attributes to the role.  You must have a ‘can do’ attitude, be self-motivated, responsive and able to adopt a flexible working approach to meet operational demands and those of our customer.


You must have excellent people management skills and the ability to lead and work within an established team.  Experience in contact centre service levels, management reporting and daily finance reconciliation are key attributes of the role.


The ability to work on your own initiative to deliver effective resource planning, workflow management, acting as an escalation point for staff queries and continually striving to develop yourself, the team and the customer experience through quality monitoring and staff training delivery.


The successful candidate will be required to work within established policies and procedures to comply with Governance and Audit Standards so a knowledge of BACS and PCI DSS would be advantageous.


Closing Date for Applications: Thursday 28 October 2021 @ 12:00 noon

To apply please submit your application to

“The Liverpool City Region Combined Authority is committed to having a workforce that is representative of the communities we serve.  To this end, we particularly welcome applicants from Black, Asian and Minority Ethnic Backgrounds as we are under-represented by people from these communities.”

This information can be provided in alternative formats on request.

Location: Liverpool ONE Hub with some elements of remote / home working

 £25,840.13 to £29,169.00 pa (inclusive of shift pay allowance) +

additional weekend pay enhancement for all weekend hours worked


Working Hours: 35 hours per week (full time)


Standard 7.5 hours working day, inclusive of an unpaid 30min lunch


Ad-hoc split shift working where needed to support operational demand


The Contact Centre is staffed between 6.45am through to 8.15pm Monday to Friday and 7.45am through to 8.15pm Saturday, Sunday and Bank Holidays.


Shift-pattern for Senior Customer Service Officer is a 2-week rolling rota with every other weekend working


Benefits: Choice of a free travel pass allowing unlimited travel on any bus, train or ferry within the Merseyside region, or a Mersey Tunnels Fast Tag


An off-peak Spouse/Partner travel pass  if residing at the same address as the employee


Automatic enrolment  to the Merseyside Pension Scheme


Hybrid working consisting of remote working from home and some office-based shifts as required




This information can be provided in alternative formats on request

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