At a Glance
- Tasks: Support quality analysis and improvement for our Spanish Customer Service team.
- Company: Join Trainline, Europe's number 1 downloaded rail app, on a mission for sustainable travel.
- Benefits: Enjoy private healthcare, work from abroad policy, and generous family-friendly benefits.
- Other info: Hybrid working model with excellent career growth opportunities.
- Why this job: Make a real impact on customer experiences while working in a dynamic, diverse team.
- Qualifications: Fluent in Spanish with experience in customer service or quality assurance.
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 135 million monthly visits and £6.3 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 the Trainline Customer Experience Team
At Trainline, our Customer Experience team plays a vital role in helping customers enjoy simple, seamless and reliable journeys. The team works closely with our customer service partners to understand customer needs, improve service quality and ensure our support experiences reflect the high standards customers expect from Trainline.
As the Multilingual Quality Support Secondment, you will support quality analysis and improvement across our Spanish Customer Service team and Foundever. You will work with Customer Experience, Customer Services Edinburgh and partner teams to monitor performance, identify trends and support practical improvements that help deliver stronger customer outcomes.
In this role as the Multilingual Quality Support Secondment, you will:
- Monitor and report on key quality and customer experience measures, including CSAT, Auto QA, quality scores and AHT, using insights to identify trends, root causes and opportunities for improvement.
- Support the achievement and maintenance of Customer Experience targets by highlighting performance themes and helping teams focus on the areas that will have the greatest customer impact.
- Review customer interactions through quality assurance checks, Zendesk ticket dip-checks and audits, ensuring best practice is followed consistently across support channels.
- Organise and manage calibration sessions between Customer Experience, Customer Services Edinburgh and Foundever, helping teams stay aligned on quality expectations and scoring approaches.
- Analyse customer feedback and service data to make clear, practical recommendations that support continuous improvement across processes, tools and customer support journeys.
- Help develop and maintain decision tree paths, including using coding and scripting to improve CRM ticket workflows and support agents with clear, useful custom notes.
- Ensure process and product information is accurate and up to date across the Knowledge Tool and training materials, helping teams access the guidance they need.
- Work collaboratively with internal and external stakeholders to share insight, encourage consistency and support a culture of quality improvement across customer service.
We'd love to hear from you if you have:
- Strong written and spoken Spanish, alongside the ability to communicate clearly and confidently in a multilingual customer support environment.
- Experience in customer service, customer experience, quality or a contact centre environment, with a focus on delivering positive outcomes for customers.
- A good understanding of what great customer support looks like and the ability to use feedback, quality checks and performance measures to identify improvement opportunities.
- The ability to interpret reporting data and turn it into meaningful insight, recommendations and actions.
- Strong organisational skills, with the ability to prioritise, manage multiple tasks and adapt when priorities shift.
- A collaborative approach, with confidence working across teams and supporting alignment between internal colleagues and external partners.
- Ideally, experience with quality scoring, calibration sessions or quality assurance processes within a customer service environment.
- Helpful if you have experience using Zendesk, CRM workflows, knowledge tools or scripting to improve support processes.
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're operating a hybrid model 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!
Multilingual Quality Support Secondment in Edinburgh employer: Trainline
Trainline is an exceptional employer that champions a greener future for travel while fostering a vibrant and inclusive work culture. With a strong focus on employee growth, we offer clear career paths, personal learning budgets, and generous benefits such as private healthcare and a flexible work-from-abroad policy. Join our diverse team in Edinburgh and be part of a company that values innovation, collaboration, and making a positive impact on the world.
StudySmarter Expert Advice🤫
We think this is how you could land Multilingual Quality Support Secondment in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trainline. 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 Trainline 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 Multilingual Quality Support Secondment in Edinburgh
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 Trainline:Your cover letter is your chance to shine! Tell us why you want to work at Trainline 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 Trainline!
How to prepare for a job interview at Trainline
✨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.
