Customer Service
A career built around people. Join a team that helps keep Greater Manchester moving by supporting customers across one of the UK’s largest light rail networks. Every day brings something different from assisting customers with their journeys, providing travel advice, checking tickets and helping customers travel with confidence.
Our customer teams are the heart of the network, supporting customers every day and making a positive impact. Whether you’re supporting daily commuters, welcoming visitors to the city or helping deliver some of Greater Manchester’s biggest events, you’ll play an important role in creating a safe, secure and inclusive environment for everyone who travels on our network.
Working as part of a friendly and supportive team, you’ll have opportunities to help shape and improve the customer experience through feedback, community engagement and continuous improvement initiatives. Through our partnerships with local charities, community groups and organisations across Greater Manchester, you’ll also have chance to make a positive impact beyond the network to support the communities we serve while building a rewarding career.
Meet Heidy – Customer Service Representative
What I enjoy most about my role is the variety that every day brings and the opportunity to meet people from all walks of life across the network. As a Customer Service Representative, I’m the first point of contact for our customers, helping them travel with confidence and ensuring they feel safe, supported and welcomed throughout their journey. No two days are the same, whether I’m providing travel advice or offering travel assistance during major events I’m there when it’s needed the most. I’ proud to play a part in creating a positive customer experience. I work alongside a fantastic team, keeping Greater Manchester moving
Meet Claire – CSR Supervisor
What I enjoy most about my role is knowing that the work we do makes a real difference. As a CSR Supervisor, I support a team of CSR’s that help keep customers and colleagues safe while protecting revenue and ensuring the network remains a welcome place to travel. I also play a key role in helping thousands of people travel safely and confidently to and from concerts, football matches, festivals and other large-scale events.
Meet Lucy – Security Operations Manager
What I love most about my role is every day brings new challenges, new opportunities and the chance to make a real difference in keeping our customers, colleagues and communities safe across the network.
Working in Security Operations means being part of a team that’s dedicated to creating a safe and welcoming environment for everyone who uses our network. I work closely with local authorities, emergency services, and partner organisations across Greater Manchester to help prevent crime, tackle anti-social behaviour and respond to incidents when they happen.
One of the most rewarding parts of my role is supporting and developing frontline teams, through training, awareness campaigns, proactive engagement and continuous learning, we help colleagues build the skills and confidence they need to deal with and respond to a wide range of situations and provide the best possible support to our customers. It’s knowing the work we do helps people feel safer when they travel is what makes this role so fulfilling.
Meet Faron – Customer Operations Manager
The transport industry is constantly evolving, which means there’s aways something new to learn and a fresh challenge to take on. Supporting both customers and colleagues is a big part of my role and I find it incredibly rewarding to help deliver a positive experience.
Of course, there can be challenging days, but they’re always outweighed by the rewarding ones, especially when you see the difference you’ve made. What really makes KAM special is the people, Iwork alongside a supportive team that’s always willing to help one another and share knowledge. The business is continually developing, creating opportunities to learn, grow, and build new skills. Even after several years in my role, I’m still learning something new every day
Meet Paul – Community Ambassador
As a Community Ambassador, I work closely with schools, colleges, charities and local organisations across Greater Manchester, helping to build strong relationships and create opportunities for people to engage with us. Every day is an opportunity to connect with different people, listen to their experiences and support initiatives that have a positive impact. Whether it’s delivering educational sessions, supporting community projects or outreach support with our charity partners, I enjoy being able to represent KAM and help strengthen the connections between us and the communities we serve. It’s a privilege to work alongside so many passionate organisations and people, and I’m proud to contribute to projects that make a real difference to local people, while helping KAM remain at the heart of Greater Manchester’s communities.
What about training?
Working alongside a friendly and supportive team, you’ll have opportunities to learn, develop and build a career while making a real difference to the customers and communities we serve.
So, what Customer roles do we offer?
We offer a range of Customer Service roles, all focused on delivering a great experience for our customers. Together, these roles play a vital part in supporting our customers, responding to challenges and helping deliver the service that millions of journeys rely on each year.
Customer Service Representative (CSRs)
Our CSRs are the face of Metrolink on the network. They support customers with their journeys, provide information and reassurance, check tickets and help protect revenue, all while delivering excellent customer service.
CSR Supervisor
Our Supervisors lead and support teams of CSRs across the network. They provide guidance in the field, coordinate resources and work closely with the Network Operations Centre to help ensure our customers receive the support they need.
Customer Operations Manager
Our Customer Operations Managers are responsible for leading, developing and supporting Customer Service teams. They help create a positive and inclusive working environment while ensuring we deliver a safe, reliable and high-quality experience for our customers every day.
Apply Online
Think you have what it takes to keep Greater Manchester moving? We’re looking for talented people who want to make a difference and be part of a team that keeps our city region connected.