At a Glance
- Tasks: Support customer service delivery and resolve complaints efficiently.
- Company: Join South Western Railway, connecting communities across South West England.
- Benefits: Enjoy free travel, discounts, training, and a great pension scheme.
- Other info: Inclusive workplace with opportunities for growth and development.
- Why this job: Make a real difference in customer experiences while working in a dynamic environment.
- Qualifications: Strong communication skills and previous customer service experience required.
The predicted salary is between 25000 - 30000 £ per year.
Who are we? South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight. Join our team and help us continue to bring people together to get the most out of life.
A CO4 Executive Contact Officer is based in our Southampton Customer Contact Centre with their role to support the direct delivery of services to customers and our internal and external stakeholders. The role plays a key part in ensuring that our customers receive a consistent high level of service when they escalate their complaints and is vital in ensuring we deliver against our commitment of addressing and resolving customer complaints within 20 working days. They also play a pivotal role in ensuring our time critical 24hr turnaround in addressing & resolving correspondence for our internal & external stakeholders.
Your main responsibilities will be:
- Ombudsman - Referrals/Initial Responses/Responding to further enquiries & requests/Checking 40+ day cases in TOCRM Queues/Periodic Reviews with Rail Ombudsman Senior Manager
- Travel Watchdog - Case Reviews/Initial Response/Liaising with other SWR Functions
- MD Correspondence - Draft's, Reply Directs & case investigations.
- Director & Regional/Duty Managers - Draft's & Reply Directs due to the large number of last-minute requests management receive from various departments.
- Stakeholders - Internal & External support, case reviews/support/MP Information Data Gathering re constituent Customer Contact.
- First Group - Drafts & Reply Directs Case Resumes for Senior Exec/Directors/Heads Off Information Managers - Support re social media.
- Passenger Welfare - Calling customers trapped in lifts/incidents at stations & on train/stranded passengers on trains during disruption.
- ORR - Providing Information on SWR Practices & Policies including Retail.
- Data Gathering for End of Period Reporting
- Prosecutions - Providing Customer Information e.g., from Webtis/Revenue Protection Staff Complaints/Support on letter writing & Customer Contact.
- Written & Telephony Escalations from CSA's & Team Leaders after the normal customer relation process has been followed.
- Templates for CSA's & Team Leaders to use as Standard Responses Templates Reviews & Updating Customer Contact Visits.
- Escalation Email Inbox - Working on bespoke drafts for MD/Director/CX level.
- Daily Summary of Events re Disruption to aid CSA's/Team Leader Support including PTAN downloading.
- Advice/Support to CSA/Team Leader colleagues.
- Passenger Assistance - Failed Assistance & General Passenger Assistance Complaints.
- Safety Reporting/Safety Cases/Safety Accidents/Safety Incidents/Vegetation Right to be Forgotten Subject Access Requests CCTV Requests County Court Judgements Claims under £1500 excluding Personal Injury.
You’ll need to be:
- Confident telephone manner and excellent communication and customer service skills.
- Highly motivated with the initiative to work to a high standard in a small close-knit team.
- Excellent written communication skills.
- Proven IT skills using MS Office including Excel to produce reports.
- A willingness to learn new technologies.
- Ability to work accurately meeting tight deadlines.
- Interpersonal skills.
- Excellent organization skills.
- Ability to handle sensitive information with a high level of confidentiality and discretion.
- Flexibility, interested in learning, able to grow into the role if/when it becomes more challenging.
- Ability to work well under pressure.
- Previous experience of working in customer service and complaints handling.
About the location: Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and provides an excellent link between London, Coastal areas and the Isle of Wight.
Working pattern: You will work an average of 37 hours per week over 5 days. Monday to Friday between 08:00-20:00 on a 4 week rotational roster. Example of shifts are: 08:00-16:00, 10:00-18:00, 12:00-20:00.
The Reward: In return we offer a competitive salary and a variety of valuable benefits, including:
- Free duty and leisure travel on SWR services for employees.
- Free leisure travel for spouse/partner and dependants (criteria dependent).
- 75% discount on many other train operating companies.
- Full training and support with development.
- Excellent pension scheme.
We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
Executive Contact Officer in Southampton employer: Job Search Place Limited
South Western Railway (SWR) is an exceptional employer, offering a supportive and inclusive work environment at our Southampton Customer Contact Centre. With a strong focus on employee development, we provide comprehensive training and a competitive benefits package, including free travel on SWR services and generous discounts with other train operators. Our commitment to diversity and a positive work culture ensures that every team member can thrive while making a meaningful impact in connecting communities across the South West.
StudySmarter Expert Advice🤫
We think this is how you could land Executive Contact Officer in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. 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 Job Search Place Limited 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 Executive Contact Officer in Southampton
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 Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited 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 Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨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.
