At a Glance
- Tasks: Resolve customer complaints and provide exceptional service with empathy and efficiency.
- Company: Join CrossCountry, a passionate team dedicated to enhancing customer travel experiences.
- Benefits: Enjoy a competitive salary, comprehensive training, and exciting rail travel perks.
- Other info: Be part of a supportive team with opportunities for growth and development.
- Why this job: Make a real difference in customer journeys while developing your skills in a dynamic environment.
- Qualifications: Strong communication skills and experience in customer service are essential.
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 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 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 in London 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.
