At a Glance
- Tasks: Manage social media, provide updates during disruptions, and engage with customers online.
- Company: Join CrossCountry, a dynamic team at the heart of UK railway operations.
- Benefits: Enjoy competitive salary, comprehensive training, and a vibrant work environment.
- Why this job: Make a real impact on customer experience in a fast-paced, supportive setting.
- Qualifications: Customer-focused, excellent written skills, social media savvy, and UK rail knowledge required.
- Other info: Flexible shift pattern covering 24/7 operations; diversity and inclusion are key values.
The predicted salary is between 28800 - 43200 £ per year.
Customer Communications Specialist – Birmingham
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
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Manage CrossCountry’s social media channels in real time—tweeting, posting, engaging, and growing our online community.
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Provide clear and concise updates to customers during disruption, ensuring our messaging is customer-focused and helpful.
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Work with our control centre and other internal teams to gather key information and relay it effectively.
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Monitor external communication channels and ensure CrossCountry information is accurate across all platforms.
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Help shape and develop our corporate tone of voice on social media.
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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.
Why join us?
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.
We offer:
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Competitive salary
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Comprehensive training and development
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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
We acknowledge the importance of our people\’s diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.
Customer Communications Specialist - Birmingham employer: CrossCountry trains
Contact Detail:
CrossCountry trains Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Communications Specialist - Birmingham
✨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 crisis communication skills. Think about how you would respond to various scenarios that could arise during service disruptions. This will prepare you to showcase your problem-solving abilities in a fast-paced environment.
✨Tip Number 4
Network with current or former employees of CrossCountry, if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying for the position.
We think you need these skills to ace Customer Communications Specialist - Birmingham
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Communications Specialist. Familiarise yourself with CrossCountry's operations and their approach to customer service, especially during disruptions.
Tailor Your CV: Highlight your relevant experience in social media management and customer communication. Use specific examples that demonstrate your ability to engage audiences and provide clear information under pressure.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the UK rail network. Mention how your skills align with the job requirements and why you want to work for CrossCountry specifically.
Proofread Your Application: Ensure your application is free from spelling and grammatical errors. A well-written application reflects your attention to detail, which is crucial for this role. Consider asking a friend to review it before submission.
How to prepare for a job interview at CrossCountry trains
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for helping customers during the interview. Share examples of how you've gone above and beyond in previous roles to provide excellent service, especially in challenging situations.
✨Demonstrate Your Social Media Savvy
Since the role involves managing social media channels, be prepared to discuss your experience with various platforms. Bring examples of successful posts or campaigns you've managed, and highlight your ability to engage with audiences effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle real-time disruptions. Think about past experiences where you had to communicate important information quickly and clearly, and be ready to share those stories.
✨Research CrossCountry and the Rail Network
Familiarise yourself with CrossCountry's services and the UK rail network. Understanding their operations will not only help you answer questions more effectively but also show your genuine interest in the company and the role.