At a Glance
- Tasks: Manage high-risk complaints and ensure timely, fair outcomes for customers.
- Company: South Western Railway, dedicated to customer satisfaction and reputation.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Join a team committed to putting customers first and fostering community.
- Why this job: Make a real difference in customer experiences and uphold industry standards.
- Qualifications: Strong communication skills and experience in handling complex issues.
The predicted salary is between 30000 - 40000 £ per year.
The Executive Contact Officer plays a critical role in protecting South Western Railway's (SWR) reputation and customer experience by managing complex, escalated and high-risk complaints.
The role ensures that customers receive fair, consistent and timely outcomes, particularly where issues have not been resolved through initial contact.
By taking ownership of executive and regulatory correspondence, managing responses to all cases involving senior leaders and external bodies such as the Rail Ombudsman, the role ensures compliance with industry standards while delivering high-quality, professional communication both written and via escalated telephone contacts.
Through effective resolution of complex cases, sound decision-making and clear customer communication, the role supports SWR's commitment to putting customers first and bringing people together to get the most out of life.
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Executive Contact Officer in Southampton employer: South Western Railway
South Western Railway (SWR) is an exceptional employer, offering a dynamic work environment at the Wimbledon Traincare Depot, where you can be part of a significant transformation in suburban travel with the new Class 701 fleet. Employees benefit from competitive salaries, extensive training and development opportunities, and generous perks such as free travel on SWR services for themselves and their families. Join a supportive team that values safety, quality, and innovation while connecting communities across South West London and beyond.
