Customer Service Advisor

South Western Railway; England; On-site; GBP 23,000 - 28,000; Full time

Job summary

A leading rail service provider in the UK is looking for a customer-focused individual to join their Customer Service team. This role involves responding to customer inquiries through a CRM system, managing phone calls, and logging details for follow-up actions. The ideal candidate will possess excellent verbal and written communication skills, have experience in a customer service environment, and show a passion for customer satisfaction. Opportunities for career progression to Advisor and Consultant levels are offered, along with attractive benefits including travel discounts.

Benefits

Free duty and leisure travel on SWR services for employees

75% discount on many other train operating companies

Excellent pension scheme

Full training and support with development

Qualifications

• Previous experience in a customer service role is required.
• Experience handling customer inquiries over the phone is an advantage.

Responsibilities

• Accept incoming contacts and provide advice on customer requirements.
• Log call details for follow up actions.
• Participate in team briefings and become familiar with changes.

Skills

Good interpersonal skills

Good verbal and written communication skills

Telephony background

Education

Good general education

Job description

About the Job:

You will focus your time corresponding with customers via our Customer Relationship Management System, handling a variety of phone calls such as, providing information on journeys, compensation, refunds, and handling complaints.

If you have a passion for providing our customers with an excellent customer experience, you have outstanding IT skills, excellent written and verbal communication skills, and a great telephone manner, then this job could be for you.

Your main responsibilities will be:

• Accept incoming contacts, providing advice and fulfilling customer requirements in an impartial way. Where necessary log call details so that follow up action can be taken, and customer service issues are resolved.
• Ensure that you meet any personal performance targets that may be set and actively participate in any Team goals.
• Participate in the Team Briefing process, ensuring that you become familiar with any changes to your working environment.
• Remain familiar with the contents and how to use any relevant commercial publication and associated database reference sources.
• Become and remain conversant with the features and functionality of any business equipment and software provided for your use.
• Ensure your own personal safety and that of others at all times.
• Participate in correspondence, fulfilment, and data preparation routines.

Subsidiary Tasks

• Ensure that any event that has or could seriously damage the customer experience is relayed to a CSC Manager.
• Ensure that any changes to ticketing arrangements, procedures or the train service that are discovered in the course of your duty is relayed to your Team Leader promptly.

Contact With Others

• CSC Team members, CSC Managers, Head of Customer Contact, Customer Service Directorate and Board
• Colleagues within South Western Railway
• External Professional bodies
• General Public

You’ll need:

Previous experience of working in a customer service role is required, with a telephony background being an advantage. Additional skills required:

• Good interpersonal skills.
• Good verbal and written communication skills.
• Good general education.

About the location:

Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and providesan excellent link between London, Coastal areas and the Isle of Wight.

Working Pattern:

Shifts average as 5 shifts per week, with Sundays as additional rostered overtime. No shift is longer than 8 hours.
Our opening hours are between 8:00-20:00.

Shift examples are: 08:00-14:00, 12:00-20:00, 10:30-18:30.

The Reward:

Starting salary of £23,669 pro rata per annum plus regional allowance of £519 pro rata per annum.

Asyour knowledge and skills increase, you will have the opportunity to work towards to Advisor level and then Consultant level, provided you pass competency assessments & probation reviews at 3 & 6 months.

Advisor: £25,518 pro rata per annum (after 3 months)

Consultant: £27,612 pro rata per annum (after 6 months)

We also offer avariety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employee
• Free leisure travel for spouse/partner and dependants (criteria dependant)
• 75% discount on many other train operating companies
• Full training and support with development
• Excellent pension scheme

We all belong at SWR.Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

If you require additionalsupport to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.