At a Glance
- Tasks: Handle complex complaints and ensure top-notch customer experience.
- Company: Join South Western Railway, a leader in customer service.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Opportunity to work with senior leaders and influence company policies.
- Why this job: Make a real difference in customer satisfaction and company reputation.
- Qualifications: Experience in complaint handling and excellent communication skills.
The predicted salary is between 40000 - 50000 £ per year.
South Western Railway is seeking an Executive Contact Officer to protect the company’s reputation and customer experience by handling complex, escalated and high-risk complaints. You will own executive and regulatory correspondence and ensure timely, fair outcomes across cases that reach senior leaders or external bodies such as the Rail Ombudsman.
In this role you will coordinate communications, support decision-making, and maintain professional standards in written and telephone interactions.
Senior Escalated Complaints & Customer Experience Lead 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.
