Executive Correspondence Assistant

Great Western Railway (GWR); Plymouth; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established Executive Correspondence team at Great Western Railway (GWR) is seeking a Customer Correspondence Coordinator to manage director-level customer communications and support the Customer Support team. The role involves handling escalations, delivering exceptional customer service, and general administrative support. Candidates should have a strong background in customer service, excellent communication skills, and organizational expertise. Flexible working is encouraged with a blend of office and homeworking.

Qualifications

• Experience in Customer Support or Relations.
• Excellent written and verbal communication skills.
• Strong organizational abilities and prioritization.

Responsibilities

• Coordinate customer correspondence for Executive levels.
• Support operational teams in resolving customer complaints.
• Administer tasks for the Customer Service Delivery department.

Skills

Customer Service

Communication

Organizational Skills

Flexibility

Tools

MS Office

Job description

About the team?

This is a great opportunity to join an established Executive correspondence team residing within the Customer Relations department.

We aim to provide a consistently exceptional service to GWR customers through personalised & bespoke responses to complaints made to our Executive team, arising from GWR's service provision.

About the job?

Working within an established internal executive team in Plymouth the role will be responsible for the co-ordination of Managing Director and other Director level customer correspondence as well as being a point of contact for internal and external escalations and referrals through a variety of channels.

The role is key in enabling the internal Customer Support team to meet team and departmental objectives and to de-escalate customer complaints. In addition, the role is key in the administration of the wider directorate supporting the Head of Customer Service Delivery and the team, including the Customer Service Managers and Lost Property teams.

Your main responsibilities will be:

• Receive, acknowledge, log and distribute to Executive Correspondence Team all incoming Senior Manager customer correspondence
• Work within the existing Customer Support team to deliver an exceptional Customer Service experience to GWR customers
• Be a point of contact for email and telephone referrals to Executive Correspondence Team from both internal and external stakeholders and other teams (i.e. Social Media, Public Affairs, Network Rail)
• Support operational teams in dealing with unhappy customers and help them deal with problems at the point they arise, thus reducing the instance of future complaints (First Contact Resolution / GEMs / Back on Track etc.)
• Fulfilling compensation/gestures offered under GWRs Delegated Authority matrix by the Executive Correspondence team, outsourced contact centre and the Customer Service Managers.
• Work alongside the Head of Customer Relations and Customer Relations Manager to achieve team, departmental and company objectives
• Support with general administrative tasks for the Customer Service Delivery department, including tasks such as submitting status returns, arranging team meetings, booking travel and hotels, raising purchase orders, note taking as needed

You'll need to be:

• Confident with MS based systems.
• Have a passion for delivering excellent Customer Service.
• Flexible in your approach to work with the ability to adapt to an ever-changing Customer Relations landscape.
• Confident in identifying and highlighting complaints that carry potential reputational damage to GWR.

As a minimum, you will need to have:

• Prior experience working within a Customer Support/Service/Relations environment.
• Excellent communication skills, both written and verbal.
• Excellent organisational skills coupled with the ability to prioritise work
• A good working knowledge and understanding of personal, and departmental GDPR responsibilities.
• Have previous administrative experience, in an office environment

About the location?

The role is based within Salt Quay House close to Plymouth City Centre and one mile, or 20 mins walk from Plymouth Station. A blended working currently implemented, with a mix of office and homeworking. With Tuesday and Thursday office days at present.

Working Pattern?

Core business hours Monday – Friday.

What to Expect?

• After submitting your application, shortlisted candidates will be invited to attend a competency-based interview.
• Successful applicants will need to pass a medical assessment, including a drug and alcohol screening, as well as a Basic DBS check.

Our Commitment to Inclusion:

We all belong to GWR. We embrace diversity and ensure equal opportunities for all. Differences in age, gender, LGBTQIA, ethnicity, religion, and disability are valued, with zero tolerance for prejudice.

We promote flexible working, review job roles for accessibility, and support colleagues in thriving. If you need adjustments due to a disability or neurodivergent condition, please let us know.

Exceptional Individuals – Neurodiversity

Health Assured – Neurodiversity