Remote Customer Experience Specialist

c2c; City Of London; On-site; GBP 30,000 - 36,000; Full time

Job summary

c2c, a London-based train operator, is seeking a Customer Relations Executive to join the Customer Experience team at HQ London. You will respond to customers across email, social media, letters and phone, following the Comments & Complaints Handling Procedure and the National Rail Conditions of Carriage.

Reporting to Amandeep Sogi, you will handle inquiries, process refunds and compensation where appropriate, and strive for first-time resolution while maintaining high service standards across

Qualifications

• Experience delivering customer service in a fast-paced environment.
• Ability to respond professionally across multiple channels.
• Familiarity with handling complaints per established procedures.

Responsibilities

• Respond to customer inquiries across channels and ensure timely responses.
• Investigate and escalate complex issues with relevant departments.
• Process refunds and compensation in line with guidelines.
• Aim to achieve first-time resolution and maintain high service standards.
• Support after-sales and travel bookings; assist with ticket issues.
• Engage with customers proactively via social media as needed.

Skills

Professional writing

Telephone etiquette

Customer service experience

Communication skills

Team collaboration

Rail industry knowledge

Tools

CRM software

Job description

c2c, a London-based train operator, is seeking a Customer Relations Executive to join the Customer Experience team at HQ London. You will respond to customers across email, social media, letters and phone, following the Comments & Complaints Handling Procedure and the National Rail Conditions of Carriage.

Reporting to Amandeep Sogi, you will handle inquiries, process refunds and compensation where appropriate, and strive for first-time resolution while maintaining high service standards across