Safer Roads for West Midlands - Customer Service Assistant (Operations)

Introduction to the Department

An exciting opportunity has arisen for you to be part of the Safer Roads for West Midlands team to deliver national driver education courses as an alternative to prosecution within the West Midlands, to improve road safety and reduce casualties on our roads. The team is led by own its own police staff manager working within West Midlands Police as a distinct part of the Operations department.

The team work in partnership with UK Road Offender Education (UKROEd) and the National Driver Offender Retraining Scheme (NDORS) to deliver excellent customer service and course delivery, contributing to our aim of improving road safety throughout the West Midlands. The team will be required to secure course placements and take payments from the public.

About the Role

As a Safer Roads for West Midlands Customer Service Assistant, you will be reporting to the Customer Service Supervisor to provide support to the public in booking courses, resolving, recording and escalating complaints in order to improve customer service. You will be their first point of contact.

As an assistant, you will monitor NDORS course compliance, resolving issues identified or escalating where necessary. You will identify when a course may not be feasible or resolve issues by rearranging bookings direct with the customer ensuring the best use of resources.

The role will require you to operate a variety of office equipment, software systems and equipment efficiently as well as gathering performance data for the team manager for organisational learning and development opportunities.
You will need to participate in the West Midlands Conversations process and take responsibility for identifying your own professional and career development needs.

Key Responsibilities

• To assist the Safer Roads for West Midlands team in the provision of
  first-class customer focused support to the public booking NDORS
  (National Driver Offender Retraining Scheme) courses.

• Work as part of a collaborative goal orientated team focused on
  achieving a positive customer experience for the public.

• Supporting the public to book NDORS courses, monitoring course
  compliance and rescheduling bookings directly with the clients to
  ensure best use of resources. You will be the first point of contact.

• Log and escalate complaints to the Safer Roads for West Midlands
  Supervisors to improve customer service.

• Respond efficiently and effectively to clients via telephone or email.
  Ensuring all services are delivered right first time, on time and in the
  

Full Role Details

Click here to view the full details of the role, including the Essential Criteria, Desirable Criteria and any educational requirements for the role.

Salary and Shifts

Salary: £26,703

Shift patterns: We are offering a full-time post Monday - Friday 8am to 4pm. You will be required to work 10am-6pm on some days by arrangement so some flexibility is required. Hybrid working is also available.

Location

CMPG Perry Barr, Thornbridge Avenue, B42 2AG.

Selection Process

1. Online Application and Sift - You will complete an online application form, which will be reviewed against the skills, experience and behaviours required for the role.

Closing Date: 09/11/2026

1. Interview - Candidates who successfully pass the application stage will be invited to attend an interview. This will provide you with the opportunity to demonstrate your suitability for the role.

Proposed date(s): W/C 23/11/2026

1. Pre-Employment Checks - If you are selected as the preferred candidate, you will be required to successfully complete relevant pre-employment checks before receiving a formal offer. For internal candidates, some checks may not be required. Checks may include:

   • Vetting Checks - You must successfully complete the required level of Recruitment vetting and Counter Terrorism clearance before starting the role. This may include providing information relating to your background and financial history as part of the vetting process. Click here for more information.

   • Medical Checks - Appointment to this role is subject to successfully completing medical checks. This may include a drugs test and, where required, a fitness assessment.

   • Reference Checks - You will need to provide details covering at least five years of employment, education or other relevant activity history.

We are committed to supporting candidates throughout the recruitment process and reasonable adjustments are available for those who need them.