At a Glance
- Tasks: Provide next-gen customer service using innovative video technology in a dynamic contact centre.
- Company: Join South Western Railway, a leading transport provider connecting communities across the South West.
- Benefits: Competitive salary, free rail travel, on-site gym, and excellent training opportunities.
- Other info: Work in a state-of-the-art facility with great career growth potential.
- Why this job: Be part of a modern team that values diversity and innovation in customer service.
- Qualifications: Strong customer service skills and experience in a contact centre environment.
The predicted salary is between 25500 - 25500 £ 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.
About the job: As our customer base grows so does our customer's expectation of us. To meet this challenge and exceed customer expectations, South Western Railway have introduced a cutting edge customer contact centre. This unique service will be delivered 24/7 from our brand new facility in Basingstoke, where you will be surrounded by modern technology and have access to the latest network information. Building on your existing customer facing skills, you will become an expert in brand new information and video technology, allowing you to provide next generation customer service. This is an Innovative contact centre and South Western Railway are the only train company looking to the future in this way.
A business as busy as ours needs people who can be dynamic in responding to a wide range of customer enquiries so some details about us are: South Western Railway operates around 1,600 trains a day on a network encompassing routes through Hampshire, Surrey, Dorset, Wiltshire, Berkshire, Devon, Somerset, and Greater London. Over 4,500 employees help our customers make over half-a-million journeys every day to more than 200 stations on our network. A modern railway requires a modern approach, and we are constantly looking for the brightest talent to help make the difference to our customers.
As a minimum, you will need to have:
- Strong customer service skills
- Proven experience in a call centre / contact centre environment
- Excellent verbal communication skills
- A willingness to learn new technologies
- Able to work within a team of like-minded people on a 24 hour 7 days per week roster
About the location: Basingstoke Campus, more commonly known as the ROC, is a state-of-the-arts Operating Centre and training facility located a short walk from Basingstoke station. It is a shared facility with Network Rail and is the hub for all operations across the Wessex region. The office space and technology on site are modern with the added benefit of additional facilities including a gym & canteen.
Working Pattern: Working an average of 37 hours over 5 days. Sunday - Saturday Early, late & night shifts 6 week roster - 24 hours. e.g. 0600 - 14:00, 14:00 - 22:00, 2130 - 06:00
The Reward: £25,500 per annum plus £542 regional allowance per annum. Rising to: £28,827 per annum plus £542 regional allowance per annum (after 6 months, provided you have passed probation and a competency assessment). We also offer many other great benefits:
- Excellent pension scheme
- Free rail travel
- Free on-site parking
- First class training and development, that will inspire you to achieve
- Unique career opportunities
- On-site gym
- On-site canteen
Applicants requiring a visa must have at least 6 months remaining at the time of appointment. 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.
Video Contact Centre Agent - Customer Service Role in Basingstoke employer: South Western Railway
South Western Railway is an excellent employer, offering a dynamic work environment where skilled technicians can thrive. With a strong focus on employee development, you will have opportunities for on-the-job training and career progression while contributing to the safety and reliability of our rail services. Our supportive culture and commitment to teamwork ensure that every team member feels valued and empowered in their role.
StudySmarter Expert Advice🤫
We think this is how you could land Video Contact Centre Agent - Customer Service Role in Basingstoke
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at South Western Railway. 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 South Western Railway 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 Video Contact Centre Agent - Customer Service Role in Basingstoke
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 South Western Railway:Your cover letter is your chance to shine! Tell us why you want to work at South Western Railway 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 South Western Railway!
How to prepare for a job interview at South Western Railway
✨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.
