Customer Care Culture & Engagement Officer

We’re looking for a Culture & Engagement Officer to help shape how we connect, engage and inspire colleagues across our Customer Care operation. This is a fantastic opportunity for someone who is passionate about people, culture and communications and wants to make a real difference on the frontline. You’ll play a key role in ensuring colleagues feel informed, supported and empowered, delivering engaging communications and experiences that bring our priorities, performance and customer focus to life across the Bee Network.

Your Role

In this role, you’ll lead the delivery of engaging and impactful communications and engagement activity across Customer Care. You’ll create high-quality content, translate operational insight into clear and meaningful messages and support teams to understand what matters most. Alongside this, you’ll plan and deliver engagement activity, helping to build connection and engagement at every level. You’ll also play a central role in delivering our Think Like a Customer programme, embedding customer-focused behaviours and culture across the organisation.

For more info see Job Profile below.

Who are we?

You’ll be joining the Customer Care team within TfGM’s Customer & Growth directorate, at the heart of delivering a customer-first approach across the Bee Network. Our teams support customers every day across bus, tram and active travel (and soon to include rail too), making a tangible difference to people’s journeys and communities. This role will work closely with leaders and frontline teams to strengthen culture, engagement and communication. It’s an exciting time to join us as we shape the future of integrated transport in Greater Manchester and land our Customer Care of the Future programme, with strong opportunities to influence culture and drive meaningful change.

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 Deliver, Care and Adapt.

You’ll have experience delivering communications and engagement activity in a complex organisation, with the ability to create engaging, high-quality content across multiple channels. You’re confident translating complex information into clear, accessible messages and can build strong relationships with a wide range of stakeholders. You’ll bring experience of delivering engagement activity and supporting culture or customer experience initiatives, alongside strong organisation and attention to detail. Most importantly, you’ll demonstrate TfGM’s values; delivering results, adapting in a fast-paced environment and caring about both colleagues and customers.

What we can offer you

You’ll join a supportive, collaborative team where your work has real impact on colleagues and customers across Greater Manchester. This is a great opportunity to develop your culture, engagement and communications skills in a dynamic, people-focused environment. You’ll play an important role in strengthening culture, engagement and customer focus across the Customer Care team at the Bee Network. TfGM offers flexible working arrangements, access to learning and development opportunities, and the chance to be part of a values-led organisation shaping the future of transport.

This is a permanent role and comes with a salary of £36,093 – £41,161 per annum depending on experience.

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our benefits include:

• Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
• Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
• Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
• 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.
• Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website

What’s next?

If you believe you have the skills and experience required, we’d really like to hear from you. To apply please submit your CV and complete your application ensuring that you provide clear examples against the criteria questions, all appointments will be based on merit. Our short-listing process is anonymised, so please do not include your name or contact details on your CV. If any personal details are included these will be visible to the hiring manager.

For essential guidance on applying for jobs at TfGM including AI use, Right to Work requirements, our Guaranteed Assessment Scheme, application tips, and reasonable adjustments Please follow this link to our application infographic!

If you have completed the GM Elevate (Leadership Development) Programme, please indicate this within your application.

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.