At a Glance
- Tasks: Help customers resolve issues and provide top-notch service with empathy.
- Company: Join CrossCountry, a passionate team dedicated to customer satisfaction.
- Benefits: Competitive salary, comprehensive training, rail travel perks, and ongoing support.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Strong communication skills and experience in customer service preferred.
The predicted salary is between 36489 - 36489 £ per year.
Customer Relations Consultant
Location: Birmingham Closing date for applications: 27th July 2026Hours: 37 hours per week, including weekends (covering office hours 08:00–20:00, 7 days a week)At Cross Country, we’re committed to delivering a seamless and positive experience for every customer travelling across our extensive network.
When things don’t go to plan, that’s where our Customer Relations team steps in—resolving issues quickly, effectively, and with a customer-first mindset.
We are looking for proactive and customer-focused Customer Relations Consultants to join our established team.
What you’ll be doing: Resolve complaints, making decisions according to customer’s individual circumstances and needs, ensuring empathy and concern are demonstrated and strive for First Time Resolution on all cases Provide clear, concise and accurate information, identifying opportunities to fulfil or exceed customer expectations Investigate customer comments fully - look for immediate resolutions and identify areas for future business improvement.
Support the delivery of excellent customer service, and of the franchise requirements.
This includes the commitments contained within the Passenger’s Charter, National Rail Conditions of Travel, Complaints Handling Procedure, Accessible Travel Policy and other Franchise Agreements.
Demonstrate an ability to remain calm and empathic when dealing with challenging situations.
Manage individual workload, employing excellent time management skills to minimise call waiting times.
Maximise office productivity by offering support to standard correspondence processing Gain knowledge of all relevant retail publications and computer systems Book Passenger Assistance for customers who need extra help whilst travelling Offer advice on tickets and routes and explain what facilities are available at stations Process Delay Repay claims interrogating historical train running information, operational logs and ticketing systems.
Identify possible fraudulent claims and being an expert on ticket types, routes and restrictions Handle Lost Property queries and assist customers to become reunited with their items What we’re looking for: Strong communication and interpersonal skills with a genuine desire to help people.
Experience in a customer-facing role, ideally within a contact centre or customer service environment.
Comfortable working across a range of digital platforms and communication tools.
Ability to manage and prioritise workload effectively while maintaining high service standards.
A calm, professional manner when dealing with sensitive or challenging situations.
Why join Cross Country?You’ll be joining a passionate and supportive team, playing a vital role in how we engage with our customers.
In return, we offer: Competitive salary- £36,489A comprehensive training programme and ongoing support.
Opportunities to develop your skills in a fast-paced and varied environment.
Access to rail travel benefits and other employee perks.
If this opportunity sounds like you, then apply now!Did you know you can set up alerts for new job opportunities?Simply navigate to 'My Job Alerts' in the Jobs Hub to get started. #J-18808-Ljbffr
Customer Relations Consultant employer: XC Trains Limited
XC Trains Limited is an exceptional employer, offering a dynamic work environment in the heart of Edinburgh. With a strong focus on employee development through a comprehensive 10-week training programme, staff enjoy unique benefits such as unlimited travel across the rail network, a robust pension scheme, and generous holiday entitlement, all while being part of a team dedicated to delivering outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Consultant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at XC Trains Limited. 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 XC Trains Limited 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 Customer Relations Consultant
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 XC Trains Limited:Your cover letter is your chance to shine! Tell us why you want to work at XC Trains Limited 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 XC Trains Limited!
How to prepare for a job interview at XC Trains Limited
✨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.
