Hybrid Customer Relations Specialist (Remote/Office)

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

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.