At a Glance
- Tasks: Manage complex customer cases and support the First Customer Contact Centre.
- Company: Join Avanti West Coast, a leader in the railway industry.
- Benefits: Enjoy free travel, a final salary pension, and 30 days holiday.
- Other info: Diverse workplace with opportunities for growth and development.
- Why this job: Make a real difference in customer experiences while developing your problem-solving skills.
- Qualifications: Strong customer service skills and familiarity with IT systems.
The predicted salary is between 30000 - 40000 € per year.
Are you a problem-solver with excellent customer service skills? Look no further! We are seeking a Senior Customer Resolutions Advisor to join our team at the Customer Resolutions Centre. In this role, you will be responsible for managing the reputational risk and handling complex cases to uphold our service level agreements and key performance indicators. Working closely with our First Customer Contact Centre, you will be the critical support system to guide them in providing the best customer experience. Your sharp eye and attentive ears will ensure that our customers receive the correct level of support they need.
Key accountabilities for this role include:
- Ability to adapt and balance changing priorities, which requires moving from one activity to another without prior notice.
- Manage and forward plan day to day activities, in consultation with the Head of Customer Resolutions Centre and fellow Senior Customer Resolutions Advisors.
- Ensuring continued communication and dissemination of information to First Customer Contact Centre in the form of 1:1 advice, correspondence templates and knowledge articles.
- Working closely with the First Customer Contact Centre to provide help and support to answer customers queries in an accurate and timely manner.
To be successful in this role, you must be able to demonstrate:
- An understanding of the railway industry would be advantageous.
- Great problem-solving abilities – able to assess all options before making a decision.
- Ability to use IT systems, such as Microsoft Office Suite/365, Customer relationship management systems.
Benefits include:
- Final salary pension
- Free travel on Avanti West Coast for you/spouse/partner/dependents
- Privilege Travel card (75% off other train operators fares for leisure travel)
- 30 days holiday rising by 1 for every completed year
At Avanti West Coast, we value the differences that make each of us outstanding! Avanti West Coast recognises the benefits of building a diverse workforce and employing people from diverse backgrounds, which includes their race, religion, age, gender, gender identity, disability and sexual orientation.
Senior Customer Relations Advisor in Birmingham employer: Avanti West Coast
At Avanti West Coast, we pride ourselves on being an exceptional employer that fosters a supportive and inclusive work culture. As a Senior Customer Relations Advisor, you will enjoy a range of benefits including free travel for you and your family, a final salary pension, and generous holiday entitlement that increases with service. Our commitment to employee growth and diversity ensures that every team member has the opportunity to thrive in their career while contributing to a positive customer experience in the dynamic railway industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Relations Advisor in Birmingham
✨Tip Number 1
Network like a pro! Reach out to current employees at Avanti West Coast through LinkedIn or other platforms. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle tricky situations and be ready to share your problem-solving skills with real examples.
✨Tip Number 3
Show off your adaptability! Be ready to discuss times when you've successfully juggled multiple tasks or adapted to sudden changes. This will highlight your ability to thrive in a dynamic environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at Avanti West Coast.
We think you need these skills to ace Senior Customer Relations Advisor in Birmingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Senior Customer Relations Advisor. We want to see how you can adapt to changing priorities and manage complex cases, so don’t hold back!
Show Off Your Problem-Solving Skills:In your written application, give examples of how you've tackled tricky situations in the past. We love a good problem-solver, so share those stories that showcase your ability to assess options and make decisions.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points shine through. Remember, we’re looking for someone who can communicate effectively!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Avanti West Coast
✨Know Your Stuff
Make sure you brush up on the railway industry and the specific challenges it faces. Understanding the context of customer relations in this sector will show that you're not just a problem-solver, but one who knows the landscape.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex cases you've handled in the past. Be ready to discuss how you assessed options and made decisions, as this role requires sharp problem-solving abilities.
✨Demonstrate Adaptability
Be prepared to talk about times when you've had to switch priorities quickly. Highlight your ability to manage day-to-day activities while staying flexible, as this is crucial for the role.
✨Familiarise Yourself with IT Systems
Since you'll be using various IT systems, including Microsoft Office Suite/365 and CRM systems, make sure you can confidently discuss your experience with these tools. If you have any specific achievements or projects that involved these systems, bring them up!
