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- Tasks: Handle complex customer cases and deliver exceptional service to rebuild trust.
- Company: Join Trainline, Europe's number 1 downloaded rail app, focused on sustainable travel.
- Benefits: Enjoy private healthcare, generous leave, and a work-from-abroad policy.
- Other info: Hybrid working model with excellent career growth opportunities.
- Why this job: Make a real impact in customer relations while growing your career.
- Qualifications: Strong communication skills and confidence in handling challenging situations.
The predicted salary is between 30000 - 40000 £ per year.
About us
We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.
Great journeys start with Trainline. Now Europe's number 1 downloaded rail app, with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be.
Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey.
Introducing Customer Service & Operations at Trainline. As a Customer Relations Advisor, you'll play a key role in protecting the Trainline brand by handling complex and sensitive customer cases. You'll take ownership of escalations from investigation through to resolution, working across multiple channels to resolve issues, rebuild trust, and deliver exceptional service. This is a role where your judgement, communication skills, and ability to navigate complexity will make a real difference - not just for customers, but across the wider business.
In this role as a Customer Relations Advisor at Trainline, you will...
- Own complex customer escalations, including cases from senior stakeholders, press, legal teams, and the Executive Office
- Handle dispute cases such as Rail Ombudsman appeals and County Court claims, drafting clear and well-supported responses
- Manage customer data rights requests (GDPR), including access, deletion, and correction, ensuring accuracy and compliance
- Collaborate with external partners (rail and insurance) to support shared customers
- Identify trends and pain points from customer feedback, and share insights with Product and Customer Service teams
- Lead customer communications during disruption, including targeted outbound messaging
- Support internal teams with clear briefings on product, process and service updates
We'd love to hear from you if you have...
- Confidence handling complex or challenging situations with composure
- Strong judgement and the ability to reach fair, balanced outcomes
- Excellent written and verbal communication skills, with adaptable tone
- High attention to detail, especially when working with sensitive data
- A proactive mindset, with the ability to spot patterns and suggest improvements
- A passion for delivering great customer experiences
- Comfortable managing a varied workload, including administrative tasks
Working Hours
You’ll work 37.5 hours per week on a rotating shift pattern:
Monday to Friday: 8am – 6pm
Saturday: 9am – 5pm (1 in every 3 weeks)
Designed to balance customer support with your work-life balance.
Hybrid Working
We follow a hybrid model, with around 60% office-based working (averaged over a quarter). You’ll start fully office-based during training to build confidence and connections, before moving into a flexible hybrid pattern.
More information:
Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits. We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one!
We operate a hybrid model to work and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy.
Our values represent the things that matter most to us and what we live and breathe every day, in everything we do:
- Think Big - We’re building the future of rail
- Own It - We focus on every customer, partner and journey
- Travel Together - We’re one team
- Do Good - We make a positive impact
We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That’s why we’re committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.
Interested in finding out more about what it’s like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!
Customer Relations Advisor in Edinburgh employer: Trainline
Contact Detail:
Trainline Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Advisor in Edinburgh
✨Tip Number 1
Get to know Trainline inside out! Familiarise yourself with our values and mission. When you understand what we stand for, you can tailor your approach during interviews and show us how you fit into our vision of a greener future.
✨Tip Number 2
Practice your communication skills! As a Customer Relations Advisor, you'll need to handle complex situations with ease. Role-play potential scenarios with friends or family to build your confidence and refine your responses.
✨Tip Number 3
Show us your proactive mindset! Think about ways you could improve customer experiences at Trainline. Bring these ideas to the table during your interview to demonstrate your commitment to delivering exceptional service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you're genuinely interested in joining our team and being part of our journey.
We think you need these skills to ace Customer Relations Advisor in Edinburgh
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let us see your enthusiasm for delivering great customer experiences. Share examples of how you've handled complex situations in the past and how you made a positive impact on customers.
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences that align with the Customer Relations Advisor role. Highlight your excellent written communication skills and attention to detail, as these are key for handling sensitive cases.
Be Clear and Concise: We appreciate clarity! When drafting your application, keep your language straightforward and to the point. Avoid jargon and ensure your key points stand out, especially when discussing your judgement and problem-solving abilities.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Trainline!
How to prepare for a job interview at Trainline
✨Know the Company Inside Out
Before your interview, take some time to research Trainline thoroughly. Understand their mission, values, and recent developments in the rail industry. This will not only show your enthusiasm but also help you tailor your answers to align with their goals.
✨Prepare for Complex Scenarios
As a Customer Relations Advisor, you'll be dealing with challenging situations. Think of examples from your past experiences where you've successfully resolved conflicts or handled sensitive information. Be ready to discuss these scenarios in detail during the interview.
✨Showcase Your Communication Skills
Excellent communication is key for this role. Practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to get comfortable with expressing your ideas and adapting your tone to different situations.
✨Demonstrate a Proactive Mindset
Trainline values individuals who can spot patterns and suggest improvements. Come prepared with insights or suggestions based on your understanding of customer feedback trends. This will highlight your proactive approach and commitment to enhancing customer experiences.