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- Tasks: Manage social media, provide updates during disruptions, and engage with customers online.
- Company: Join CrossCountry, a leading rail service provider in the UK, known for its commitment to customer service.
- Benefits: Enjoy comprehensive training, a dynamic work environment, and flexible shift patterns.
- Why this job: Make a real impact on customer experience while working in a fast-paced, supportive team.
- Qualifications: Strong communication skills, social media experience, and a passion for customer service required.
- Other info: Rotating shifts covering 24/7 operations; flexibility is essential.
The predicted salary is between 28800 - 43200 £ per year.
Social network you want to login/join with:
Customer Communications Specialist, Birmingham
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Client:
Arriva
Location:
Birmingham, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
7211507413d9
Job Views:
5
Posted:
16.07.2025
Expiry Date:
30.08.2025
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Job Description:
Do you thrive in fast-paced environments, love helping people, and have a flair for social media? CrossCountry is looking for a Customer Communications Specialist to join our dynamic control centre team.
This is your chance to be at the heart of our operations, keeping passengers informed and engaged—especially during times of disruption. You’ll be the voice of CrossCountry on social media and play a crucial role in delivering clear, timely, and accurate information to our customers.
What you’ll do
Manage CrossCountry’s social media channels in real time—tweeting, posting, engaging, and growing our online community.
Provide clear and concise updates to customers during disruption, ensuring our messaging is customer-focused and helpful.
Work with our control centre and other internal teams to gather key information and relay it effectively.
Monitor external communication channels and ensure CrossCountry information is accurate across all platforms.
Help shape and develop our corporate tone of voice on social media.
Keep our website updated and liaise with industry partners like the National Rail Communications Centre.
What we’re looking for
A customer-focused mindset with a passion for excellent service.
Outstanding written communication skills and an eye for detail.
Experience with social media platforms and a flair for engaging online audiences.
Good geographical knowledge of the UK rail network.
Calm under pressure and able to prioritise in a fast-paced environment.
A proactive team player who can also work independently.
At CrossCountry, you’ll be part of a collaborative and supportive team where no two days are the same. You’ll have the chance to make a real difference to the customer experience—especially when it matters most.
Comprehensive training and development
A dynamic working environment at the heart of our railway operations
Shift Pattern
35 hours per week on a rotating shift pattern covering 24/7 operations (including evenings, nights, weekends, and bank holidays). Flexibility is essential.
Closing date for applications: 25th July 2025
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Customer Communications Specialist employer: Arriva
Contact Detail:
Arriva Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Communications Specialist
✨Tip Number 1
Familiarise yourself with CrossCountry's social media presence. Engage with their posts and understand their tone of voice. This will help you demonstrate your knowledge and enthusiasm for the role during any interviews.
✨Tip Number 2
Stay updated on current events and disruptions within the UK rail network. Being knowledgeable about recent incidents or changes will allow you to speak confidently about how you would handle customer communications in real-time.
✨Tip Number 3
Practice your written communication skills by drafting responses to potential customer queries you might encounter on social media. This will prepare you for the type of clear and concise messaging that is crucial for this role.
✨Tip Number 4
Network with current or former employees of CrossCountry, if possible. They can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews.
We think you need these skills to ace Customer Communications Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Communications Specialist position. Understand the key responsibilities and required skills, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience you have with social media management or customer communications. Provide specific examples of how you've engaged with audiences or handled customer inquiries.
Showcase Your Writing Skills: Since outstanding written communication is crucial for this role, include samples of your writing if possible. This could be links to social media posts you've created or any relevant articles or blogs you've written.
Tailor Your Application: Make sure your CV and cover letter are tailored specifically for CrossCountry. Use keywords from the job description and demonstrate how your skills and experiences align with their needs, particularly in managing communications during disruptions.
How to prepare for a job interview at Arriva
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for helping customers during the interview. Share specific examples of how you've gone above and beyond to assist customers in previous roles, especially in challenging situations.
✨Demonstrate Your Social Media Savvy
Be prepared to discuss your experience with social media platforms. Highlight any campaigns or posts you've managed, and be ready to share your thoughts on what makes effective communication in a fast-paced environment.
✨Know the UK Rail Network
Brush up on your geographical knowledge of the UK rail network. Being able to discuss key routes, services, and potential disruptions will show that you're well-prepared and genuinely interested in the role.
✨Stay Calm Under Pressure
Prepare for situational questions that assess how you handle stress and prioritise tasks. Think of examples where you've successfully managed tight deadlines or high-pressure situations, particularly in customer-facing roles.
