Job reference: 000954
Salary: £28,069 – £29,881 per annum
Closing date: 23/06/2025
Department: Control & Operations
Location: TfGM Greater Manchester (Piccadilly Place)
Contract type: Permanent
Division: DriveSafe
Hours Per Week: 37
Job Details
Are you passionate about delivering outstanding customer service?
Are you seeking a new opportunity where you can apply your analytical, customer service and conflict resolution skills to contribute to helping make the roads of Greater Manchester safer?
Your role
As a DriveSafe Customer Support Officer, you will form part of the DriveSafe team and be provided with ongoing internal training such as a detailed structured induction and one-to-one coaching by experienced colleagues. You will be part of a busy dynamic team with a varied skill set, undertaking a wide range of administrative duties including using multiple systems to process course bookings and queries from our clients over the phone and online, processing payments for the courses and weekly financial reconciliation.
You will use your data analysis skills, arrange course venues and liaise with our stakeholders both internally and externally. You will be responsible for confirming course attendance on the Police National Database and reviewing records for course offers in line with our policies and procedures.
For more information, please see the Role Profile below to ensure you meet the essential criteria.
Who are we?
DriveSafe is a key partner of Safer Roads Greater Manchester, a multi-agency partnership committed to reducing the numbers of fatalities and injuries on Greater Manchester’s roads, by changing driver attitudes and behaviour. We are responsible for delivering the National Driver Offender Retraining Scheme (such as Speed Awareness Courses) on behalf of Greater Manchester Police.
This is a busy and exciting time for DriveSafe as our online and venue driver retraining courses develop and expand. This opportunity will allow you to help shape the future of DriveSafe and the delivery of our courses.
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
You will have experience of using multiple software systems simultaneously and be able to use Excel to analyse data and provide solutions. You will also have experience of engaging and communicating with clients with a range of requirements and have excellent verbal and written communication skills, with experience of dealing with interactions with the public which may at times be challenging. You will have knowledge of online digital conferencing platforms (i.e. Zoom ) and be able to relay instructions, offering technical support to our clients and Trainers allowing them to access the DriveSafe online courses using a range of devices. You’ll also have knowledge of GDPR to be able to process our client data correctly. You will be educated to GCSE level or equivalent.
You will be required to work flexibly on a rota basis (37 hours per week between 7:30am and 7:00pm Monday to Friday) plus one Saturday approximately every three months.
What We Can Offer You
This is a permanent role with a salary of £28,069 – £29,881 per annum. Valuing and rewarding our workforce is important to us which is why we offer a range of fantastic benefits.
At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process.
Our Benefits Include
* 28 days holiday per annum (plus bank holidays)
* Free bus travel within Greater Manchester and free Rail or Metrolink travel to and from work within the Greater Manchester boundary
* Local Government Defined Benefit Pension Scheme which includes life cover of 3x your salary and options to increase your pension contributions
* Commitment to learning and personal development and upskilling with reimbursement of professional fees, where essential to the role
* We promote good physical and mental health and can provide additional support to staff via our employee assistance programme when required
* Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
What’s next?
If you believe you have the skills and experience required, we’d really like to hear from you.
* Before applying, please download and read the Role Profile below to ensure you meet the essential criteria.
* When completing your online application, please ensure that you provide clear evidence and examples for each of the essential criteria. Shortlisting is based on merit of how you answer each question.
* We anticipate 1st Stage Interviews will take place on teams on 8th July 2025
* If successful; 2nd stage interviews will take place in-person at TfGM Head Office, 2 Piccadilly Place, Manchester, M1 3BG, week commencing 14th July 2025.
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.
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
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
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.
Please download and review the Role Profile below before completing your online application.
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