Customer and Community Engagement Coordinator

Overview

Customer and Community Engagement Coordinator Keolis Amey Metrolink
• Manchester, UK

Join our team at Keolis Amey Metrolink (KAM), the largest light rail network in the UK!

Two fantastic opportunities have arisen to join KAM as our Customer and Community Engagement Coordinator, playing a key role in ensuring customers have a positive, supportive and inclusive experience of Metrolink services.

As part of the Customer & Growth team, you’ll be the day-to-day link between KAM and Transport for Greater Manchester’s (TfGM) Bee Network Contact Centre, helping to resolve customer enquiries, complaints and requests efficiently and professionally. From managing customer contacts and lost property, to coordinating travel assistance for customers with additional needs and supporting meaningful engagement with schools and communities, your work will make a real difference to how customers experience our network.

You’ll work closely with colleagues across KAM, TfGM and external partners to resolve issues, identify improvements and deliver activities that strengthen how people experience our services. Whether you’re organising customer and community engagement activities, coordinating essential services, or helping to recognise the great work of our people, your contribution will directly support our vision of delivering a network that is safe, inclusive, and centred around the needs of the communities we serve.

You’ll join a supportive and collaborative team that values inclusion, wellbeing and continuous improvement where you’ll play an important role in delivering a network that is safe, welcoming and responsive to the communities it serves. If you enjoy solving problems, supporting people and contributing to meaningful outcomes for customers and communities, this is an excellent opportunity to develop your skills and grow your career with KAM.

• Manage customer complaints referred by TfGM, ensuring cases are logged, investigated, and responded to within agreed KPIs, while building strong relationships with stakeholders to improve customer experience and support service improvements
• Oversee the lost property process, including registration, investigation, secure storage, cash handling and transfer to TfGM
• Coordinate customer travel assistance requests and carry out initial triage of customer claims, referring matters to the appropriate departments
• Analyse customer feedback and trends to identify root causes and implement corrective actions, as well as review customer commendations to support internal recognition
• Support the planning, coordination and delivery of customer, community, school and careers events, including scheduling, logistics, resource preparation, stakeholder coordination and post-event recording and reporting
• Contribute to a high-performing and inclusive team by meeting objectives, standards and KPIs, promoting a zero-tolerance approach to inappropriate behaviours and escalating concerns when required
• Promote a customer-centric approach to ways of working, contributing to positive customer outcomes and continuous service improvement
• Undertake general administrative duties, including raising purchase orders, processing invoices for payment, maintaining accurate records, ordering merchandise and supporting the preparation of departmental reports

• Experience in a customer service, community engagement or administrative support role, with the ability to manage customer feedback, complaints and enquiries effectively
• Experience coordinating events, school visits or community engagement activities, including planning, logistics and stakeholder coordination
• Strong organisational skills with proven ability to manage multiple priorities, maintain accurate records and ensure compliance with data protection and confidentiality requirements
• Experience working with data, reporting and insight to support service improvement and champion the customer voice
• Confident communicator with the ability to build effective working relationships and use initiative to resolve issues, escalating where appropriate
• Comfortable working every other Sunday on a rota basis

The closing date for…