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- Tasks: Handle customer enquiries via email, social media, and phone while ensuring timely responses.
- Company: Chiltern Railways is dedicated to exceptional customer service and reliable travel experiences.
- Benefits: Enjoy free travel, a pension plan, health benefits, and flexible working options.
- Why this job: Join a supportive team focused on customer satisfaction and make a real impact.
- Qualifications: Strong communication skills and experience in customer relations or social media are essential.
- Other info: Shifts required between 06:00 - 22:00, working 4 days a week.
Chiltern Railways, a subsidiary of Arriva UK Trains, operates mainline train services from London Marylebone to Birmingham, as well as other regional routes. Known for our commitment to customer service, punctuality, and innovation, we pride ourselves on delivering a reliable and comfortable travel experience. Our mission is to provide exceptional service and ensure the safety and satisfaction of our passengers at all times.
Job Purpose: To work within the Customer Relations function ensuring all customer correspondence is handled within the prescribed timescales including email, whitemail, and social media communication channels (Twitter, Facebook, Live Chat and WhatsApp). To achieve and maintain a high standard of responses to all customer enquiries; to investigate the causes of complaint and advise on measures which will contribute to improved customer satisfaction.
Key Accountabilities:
- To deal effectively and efficiently with customer complaints and enquiries, responding to telephone calls, written correspondence, emails, Live chat and social media posts.
- Provide excellent proactive and reactive information on social media during service disruption and work cross functionally with other teams to give the best information to our customers.
- To ensure that all correspondence is responded to within the timescales that are set out.
- To produce daily feedback bulletins to the business with any issues that have been highlighted by our customers.
- To assist the Contact Centre Manager with the production of statistical data, as required.
- To follow the customer relations and social media processes.
- To escalate issues to appropriate person(s) effectively.
- To feedback to the business any issues that have been highlighted by our customers.
- Investigate and respond to health and safety enquiries in partnership with the Chiltern Safety Team.
- Carry out customer GDPR requests such as Subject Access Request and Right for Erasure.
Personal Specification:
- Must be able to work shifts between the hours of 06:00 - 22:00, working 4 days in 7.
- Ideally has experience of using social media for customer relations activity.
- Worked in a customer focused environment ideally customer relations.
- A - B GCSE Grade English or equivalent qualification – strong written English required.
- A high standard of written and verbal communication skills is essential as is an ability to empathise with customers.
- Ability to take complex information and summarise it in fewer words.
- Excellent interpersonal skills, with a calm, positive and confident personality are required.
Our benefits include:
- All active staff and their eligible partners/dependents are entitled to free standard class leisure travel on Chiltern Railways, Cross Country, Arriva Rail London and Grand Central.
- Active staff are also entitled to residential and duty standard class travel on all of the above services.
- Defined Benefit Pension Plan.
- Arriva Village - access to online benefits and discounts.
- Cycle to Work Scheme.
- Employee Assistance Plan.
- Physio Line - We offer complementary 24-hour physio for everyone.
- Health Shield - Health Shield provides an affordable healthcare cash plan offering a wide variety of benefits including dental, optical, and physiotherapy.
- Eye Care - You’re entitled to free eye tests and if you need glasses for computer use we will pay up to £80.00 towards your lenses and frames.
- Flexible working.
- Support - Peer Support, Samaritans, and Railway Chaplains.
Customer Relations Advisor employer: Chiltern Railways
Contact Detail:
Chiltern Railways Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Advisor
✨Tip Number 1
Familiarise yourself with Chiltern Railways' customer service ethos. Understanding their commitment to customer satisfaction and how they handle complaints will help you align your responses during interviews and discussions.
✨Tip Number 2
Showcase your social media skills by engaging with Chiltern Railways' online presence. Comment on their posts or share relevant content to demonstrate your proactive approach to customer relations.
✨Tip Number 3
Prepare for situational questions by thinking of examples from your past experiences where you successfully resolved customer complaints or improved customer satisfaction. This will highlight your problem-solving skills.
✨Tip Number 4
Network with current or former employees of Chiltern Railways on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Customer Relations Advisor
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Customer Relations Advisor position. Tailor your application to highlight how your skills and experiences align with these expectations.
Highlight Relevant Experience: Emphasise any previous experience in customer service or relations, particularly in handling complaints and using social media for communication. Provide specific examples of how you've successfully resolved customer issues in the past.
Showcase Communication Skills: Since strong written and verbal communication skills are essential, ensure your CV and cover letter reflect your ability to communicate clearly and effectively. Use concise language and avoid jargon to demonstrate your capability to summarise complex information.
Personalise Your Application: Address your application to the hiring manager if possible, and include a brief introduction about why you are interested in working for Chiltern Railways. Mention their commitment to customer service and how you can contribute to their mission.
How to prepare for a job interview at Chiltern Railways
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service roles. Be prepared to discuss specific examples of how you've handled complaints or difficult situations, as this will demonstrate your ability to empathise with customers and resolve issues effectively.
✨Familiarise Yourself with Social Media Protocols
Since the role involves handling customer queries via social media, it's crucial to understand how to communicate professionally on these platforms. Brush up on best practices for responding to customers on Twitter, Facebook, and other channels, and be ready to share any relevant experience you have.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think about how you would respond to various customer complaints or service disruptions. Practising these scenarios can help you articulate your thought process and problem-solving skills clearly.
✨Demonstrate Strong Communication Skills
As written and verbal communication is key for this role, practice summarising complex information succinctly. During the interview, focus on speaking clearly and confidently, and ensure your written responses are well-structured and free of errors.
