At a Glance
- Tasks: Support customer communications and deliver clear information across various channels.
- Company: Join a leading rail company focused on customer experience and communication.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Collaborative team culture with opportunities for continuous improvement.
- Why this job: Make a real difference in customer communication and enhance travel experiences.
- Qualifications: Strong communication skills and ability to manage multiple priorities.
Role Purpose
To support the Communications Manager and Customer Communications Lead in delivering clear, timely and effective customer communications across Chiltern Railways. The role is responsible for helping to ensure customers receive accurate and consistent information across all communication channels during both planned and unplanned events. Working closely with operational teams, industry partners and suppliers, the post holder will support the delivery of customer information strategies, contribute to industry initiatives and help drive continual improvement in customer communication standards.
Key Accountabilities
- Customer Communications Support
- Support the Communications Manager and Customer Communications Lead in the delivery of the Chiltern Railways customer communications strategy.
- Assist in developing and delivering customer information campaigns across digital, print and station channels.
- Ensure customer-facing communications are clear, accurate, timely and aligned with company standards.
- Contribute to initiatives that improve the customer information experience.
- Customer Information Management
- Support the implementation and maintenance of customer information across national and local information systems.
- Assist with delivering changes and updates to customer information systems and processes.
- Monitor communication channels to ensure information remains accurate and up to date.
- Support the continuous improvement of information quality and customer communications performance.
- Disruption Communications
- Work closely with Service Information Controllers in Banbury during periods of unplanned disruption.
- Support the production and distribution of customer communications during service disruption and incidents.
- Help ensure customers receive accurate and timely information across all available channels.
- Participate in post-incident reviews to identify opportunities for improvement.
- Industry Collaboration
- Actively participate in industry discussions, working groups and change initiatives.
- Support the implementation of industry-wide changes impacting customer communications.
- Build effective relationships with colleagues across the wider rail industry.
- Communication Assets & Supplier Management
- Maintain effective relationships with suppliers responsible for producing customer-facing materials including posters, screens and leaflets.
- Coordinate the production and distribution of customer communication assets.
- Ensure materials are produced to agreed standards, timescales and brand guidelines.
- Support the management and quality assurance of communication outputs.
- Customer Information Campaigns
- Update and maintain station calendar posters and associated communication materials.
- Support the creation and distribution of social media assets linked to customer information campaigns.
- Assist in the planning and delivery of seasonal, timetable and service change communications.
- Coordinate communication activities to support customer awareness and engagement.
- Stakeholder Engagement
- Develop and maintain positive working relationships with operational teams and key business stakeholders.
- Work collaboratively with colleagues across Operations, Customer Experience, Marketing and Communications functions.
- Provide support and advice on customer communication matters when required.
- Promote customer-focused communication practices across the business.
- Projects & Continuous Improvement
- Support the Customer Communications Lead with internal projects and improvement initiatives.
- Contribute to the development of new communication processes, tools and customer information solutions.
- Assist in identifying opportunities to improve communication effectiveness and customer satisfaction.
- Support implementation of changes arising from customer feedback, business requirements and industry developments.
- Operational Support & Deputisation
- Provide support to the customer communications team during operational activities and business-critical events.
- Attend and contribute to Service Delivery Calls and other operational meetings.
- Deputise for the Communications Manager and Customer Communications Lead on Service Delivery Calls, projects and meetings when required.
- Support the coordination of communication activities during major events and service changes.
- Administration & Governance
- Maintain accurate records of communication activities, campaigns and project work.
- Support reporting on customer communications performance and key metrics.
- Assist in the production of briefing materials, presentations and stakeholder updates.
- Maintain documentation, procedures and guidance within company management systems.
Person Specification
Essential
- Excellent written and verbal communication skills
- Strong attention to detail and commitment to accuracy
- Experience managing multiple priorities and working to tight deadlines
- Ability to build effective relationships with internal and external stakeholders
- Good organisational and administrative skills
- Proficiency in Microsoft Office applications
- Ability to remain calm and make decisions in a fast-paced operational environment
Desirable
- Experience within the rail, transport or customer service sector
- Knowledge of customer information systems and operational communications
- Experience supporting communications during incidents or service disruption
- Understanding of social media content creation and scheduling
- Experience working with external suppliers and agencies
- Knowledge of the UK rail industry and customer information standards
- Project coordination or project support experience
Communications Executive employer: Chiltern Railways
Chiltern Railways is an exceptional employer located in Bletchley, offering a dynamic work environment where innovation and teamwork thrive. Employees benefit from comprehensive training and development opportunities, fostering personal and professional growth while contributing to meaningful projects that enhance customer experiences. With a strong commitment to employee well-being and a culture that values collaboration, Chiltern Railways stands out as a rewarding place to build a career in the rail industry.
StudySmarter Expert Advice🤫
We think this is how you could land Communications Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Chiltern Railways. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Chiltern Railways before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Communications Executive
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Chiltern Railways:Your cover letter is your chance to shine! Tell us why you want to work at Chiltern Railways specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Chiltern Railways!
How to prepare for a job interview at Chiltern Railways
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
