Customer Relations Exec

c2c Railway Limited; Greater London; On-site; GBP 30,000 - 36,000; Full time

Job summary

c2c Railway Limited in London HQ is seeking a Customer Relations Executive to deliver excellent customer experiences across channels, including email, social media, written correspondence and telephone.

Reporting to Senior Customer Relations, you will respond promptly, follow procedures, and handle complaints, refunds, and customer inquiries with empathy and accuracy.

Rotational shifts include early, late, and office-based hours, supporting a fast-paced rail service.

Responsibilities

• Facilitate prompt and comprehensive investigation of customer complaints by collaborating with relevant departments.
• Deliver excellent customer service with understanding of customer needs and standards.
• Ensure targets for meeting customer standards and contractual commitments are met.
• Respond to telephone, written correspondence, compensation claims and emails to resolve inquiries and complaints.
• Provide professional customer service for assisted travel booking.
• Provide after-sales service for all tickets sold via all channels including smartcards.
• Treat customers with respect and empathy, even when policies limit agreement.
• Answer customer questions using up-to-date knowledge via email, calls, letters, and social media.
• Respond proactively to customer queries on social media as required.
• Ensure high-quality responses and a minimum number of contacts per day.
• Refer serious issues to Senior Customer Relations Executive or Manager for action.
• Analyse and record key issues for quality reporting.
• Address all issues raised to achieve first-time resolution.
• Escalate issues with regulatory concerns or negative publicity as needed.
• Assess and award compensation in line with guidelines.
• Record and administer refunds for unused tickets.
• Support team activities including customer engagement.

Job description

Description

Customer Relations Executive. The role reports to the Senior Customer Relations position and is responsible for providing great experience for our customers who require support. The primary function involves responding to customers efficiently across various channels, including email, social media, written correspondence, and telephone. Responsibilities include providing professional, appropriate, and timely responses to all customers, following the Comments & Complaints Handling Procedure, Passenger's Charter, and National Rail Conditions of Carriage.

Department: Customer Experience

Location: HQ London

Compensation: £33,005 / year

Description

About Us

Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customer's needs and it takes a great team to do this.

We are looking for a dedicated and versatile individual to join our team as a Customer Relations Executive. The role reports to the Senior Customer Relations position and is responsible for providing great experience for our customers who require support. The primary function involves responding to customers efficiently across various channels, including email, social media, written correspondence, and telephone. Responsibilities include providing professional, appropriate, and timely responses to all customers, following the Comments & Complaints Handling Procedure, Passenger's Charter, and National Rail Conditions of Carriage.

Key Responsibilities

• To facilitate prompt and comprehensive investigation of customer complaints by collaborating effectively with all relevant departments within the organisation.
• To deliver excellent customer service based on a fair, reasonable and empathetic understanding of customer needs and our customer standards.
• To ensure targets for meeting customer standards and contractual commitments are consistently met.
• Respond to telephone calls, written correspondence, compensation claims and emails to resolve customer enquiries and complaints.
• Provide professional customer service for assisted travel booking
• Provide customers with an after sales service for all tickets sold through all channels including smartcards to encourage repeat business.
• Treat all customers with respect and empathy putting yourself in their shoes even when industry policies prevent you from agreeing with the customer's expectation.
• Take personal responsibility for answering customer questions or solving problems, using the most up-to date knowledge and information and the most effective means including emails, calls, letters, and c2c's social media platforms
• Respond to customer's queries on a pro-active basis as appropriate through Twitter or other Social Media channels as required
• Ensure all customer responses are of a high quality and a minimum number of contacts responded to per day as determined by the departmental guidelines
• Refer for investigation all serious issues, including specifically those that relate to staff, safety, race, disability, claims for lost, damaged property or personal injury and where an issue requires immediate corrective action
• Analyse and record the key issues of all cases to ensure accurate reporting for quality purposes.
• Ensure that all issues raised in any customer contact are properly addressed to achieve first time resolution. Immediately escape any issue to the Senior Customer Relations Executive or other Manager, which is likely to cause regulatory concerns or negative publicity.
• Assess and award compensation, where appropriate, in line with departmental guidelines
• Record and administer any refunds of unused tickets in accordance with company guidelines
• Support the work and responsibilities within the Customer Experience team from time to time as required, including customer engagement activities.

Skills, Knowledge & Expertise

• Ability to compose responses to customers to a professional standard for the purpose of clear and effective answer to all contacts
• Excellent telephone manner and ability to deal with customer issues.
• Ability to remain calm and professional under pressure when dealing with passengers whose expectations have not been met
• Experience of delivering excellent customer service and meeting targets in a fast-paced
• A track record of building positive relationships with multiple stakeholders
• Understanding of rail industry and fares and ticketing desirable but not mandatory
• A pro-active "can do" approach to resolving customer issues
• Excellent people and communication skills with ability to deal with people and problems effectively and with ease at all levels
• Desire to work in an environment of rapid growth and an ability to not get frustrated with last minute changes

This role operates with rotational shifts detailed below:

• 6am-13:30 from home
• 13:30-21:00 from home
• 8-15:30 in office all week
• 12-20:00 in office all week