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 personal and professional growth.
- 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: Job Search Place Limited
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 a final salary pension, free travel for you and your family, and generous holiday allowances that increase 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 just get your application noticed.
✨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 showcase your problem-solving skills. We want to see how you think on your feet!
✨Tip Number 3
Show off your knowledge of the railway industry! Brush up on recent news and trends. This will not only impress the interviewers but also demonstrate your genuine interest in the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets into the right hands. Plus, it shows you’re serious about joining our team at Avanti West Coast.
We think you need these skills to ace Senior Customer Relations Advisor in Birmingham
Some tips for your application 🫡
Show Off Your Problem-Solving Skills:In your application, make sure to highlight your problem-solving abilities. We want to see how you tackle challenges and come up with solutions, especially in customer service scenarios.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific skills and experiences that match the Senior Customer Relations Advisor role. We love seeing candidates who put in the effort!
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and qualifications without unnecessary fluff.
Apply Through Our Website:Make sure to apply through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets to the right people!
How to prepare for a job interview at Job Search Place Limited
✨Know Your Customer Service Basics
Brush up on your customer service skills and be ready to share examples of how you've handled complex cases in the past. Think about specific situations where you turned a negative experience into a positive one, as this will show your problem-solving abilities.
✨Familiarise Yourself with the Railway Industry
Since an understanding of the railway industry is advantageous, do some research! Learn about current trends, challenges, and customer expectations within the sector. This knowledge will help you stand out and demonstrate your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to adapt to changing priorities. Prepare by thinking of examples where you successfully managed multiple tasks or shifted focus quickly. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your IT Skills
Be ready to discuss your experience with Microsoft Office Suite/365 and any customer relationship management systems you've used. If possible, mention specific tools or software that relate to the job, as this will highlight your technical proficiency and readiness for the role.
