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- Tasks: Manage customer inquiries and complaints through various channels while maintaining high service standards.
- Company: Join Network Rail, a key player in ensuring safe and efficient railway services.
- Benefits: Enjoy a competitive salary, training opportunities, and a chance to make a real impact.
- Why this job: Kickstart your career in a fast-paced environment focused on customer satisfaction and community engagement.
- Qualifications: Customer service experience and strong communication skills are essential; railway knowledge is not required.
- Other info: Participate in community events and help train new team members.
The predicted salary is between 25000 - 27000 £ per year.
Here are some of the duties your role will include: –
· To take responsibility for own caseload in a high-volume environment, assessing and resolving enquiries, requests and complaints via letter, email and telephone to resolve customer enquiries at first point of contact where possible.
· Work as one team (for example covering colleagues when on leave) to achieve both personal and team targets.
· Develop strong relationships with operational route colleagues to provide customers with a prompt, excellent quality service.
· To use sound judgement and take decisions within established procedures for each service request, using our Customer Relationship Management system to log, process and follow up enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
· Maintain accurate records including copies of letters and forms received, information given, services requested, and complaints made.
· To actively represent the customer throughout the organisation, striving for continuous improvement, encouraging feedback on services provided and, recognising the changing needs of the service, and making recommendations to the Manager for service improvements as necessary.
· To investigate and escalate any reoccurring or contentious issues, working with Public Affairs, Media and Route Communications Managers to achieve a joined up, consistent response.
· To represent Network Rail at community events and public meetings as required and advise colleagues on the most effective way to engage, warn and inform people of planned works.
· To participate in the induction and training of new community relations executives to help maintain a high level of up-to-date knowledge within the team.
· To undertake any other duties as required and deemed appropriate within the grading of the post.
We have a unique opportunity to kick start your career with Network Rail. We re looking for someone who will help us transform and enhance the customer service experience across our delivery teams while contributing to our mission and values. Do you have a passion for customer service with excellent communication skills.
You don t need to have railway knowledge as you will learn this on the job. Safety is at the heart of everything we do and working in the community relations team means you will find out how our essential work on the railway gets everyone home safe every day.
The community relations executive role is fast-paced and requires attention to detail, it will also give you an insight into what life is like working for the railway., · Experience in customer services or complaints management.
· Experience of customer management systems.
· Ability to prioritise.
· Impeccable telephone manner and strong writing skills.
· Excellent time management skills.
· Experience of planning and delivering proactive customer engagement.
Salary: Starting at £25,000 and rising to £27,000 per annum
Community Relations Executive employer: Network Rail
Contact Detail:
Network Rail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Community Relations Executive
✨Tip Number 1
Familiarize yourself with customer relationship management (CRM) systems. Since you'll be using these tools to log and process enquiries, having a basic understanding of how they work will give you an edge during the interview.
✨Tip Number 2
Brush up on your communication skills! Practice handling customer complaints and inquiries in a calm and professional manner. This will help you demonstrate your ability to resolve issues effectively during the interview.
✨Tip Number 3
Show your passion for customer service by preparing examples of how you've gone above and beyond for customers in the past. This will highlight your commitment to enhancing the customer experience, which is key for this role.
✨Tip Number 4
Research Network Rail and its community engagement initiatives. Understanding their mission and values will allow you to align your answers with what they are looking for, making you a more attractive candidate.
We think you need these skills to ace Community Relations Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and complaints management. Use specific examples that demonstrate your ability to resolve enquiries effectively and maintain high-quality service.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer service and your commitment to enhancing the customer experience. Mention how your skills align with the responsibilities outlined in the job description.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your strong writing skills. Pay attention to grammar and clarity in all written communications.
Highlight Teamwork Experience: Emphasize any previous experience working in a team environment. Discuss how you have collaborated with colleagues to achieve targets and improve service delivery.
How to prepare for a job interview at Network Rail
✨Show Your Customer Service Passion
Make sure to express your enthusiasm for customer service during the interview. Share specific examples of how you've successfully resolved customer inquiries or complaints in the past, highlighting your ability to maintain a positive attitude even in challenging situations.
✨Demonstrate Teamwork Skills
Since the role emphasizes working as one team, be prepared to discuss your experiences collaborating with colleagues. Provide examples of how you've supported teammates, covered for them during absences, or contributed to achieving team goals.
✨Familiarize Yourself with Customer Management Systems
Although you may not have prior railway knowledge, understanding customer management systems is crucial. Research common CRM tools and be ready to discuss any experience you have with similar systems, emphasizing your ability to learn quickly.
✨Highlight Your Attention to Detail
Given the fast-paced nature of the role, it's important to showcase your attention to detail. Prepare to discuss how you manage your workload, prioritize tasks, and ensure accuracy in record-keeping and communication.
