Customer Relations Advisor

Chiltern Railways
Customer Relations Advisor
Banbury
£31,188
About the role:
This is a pivotal role providing a link from the customer to Chiltern Railways, ensuring all customer correspondence is handled within the prescribed timescales including email, whitemail, and social media communication channels (X, Facebook, Live Chat and WhatsApp). To achieve and maintain a high standard of responses to all customer enquiries; to investigate the causes of complaint and advise on measures which will contribute to improved customer satisfaction.
This role will require flexibility to work shifts between 07:00am and 10:00pm
including weekends.
Role Responsibilities:
To deal effectively and efficiently with customer complaints and enquiries, responding to telephone calls, written correspondence, emails, Live chat and social media posts.
Provide excellent proactive and reactive information on social media during service disruption and work cross functionally with other teams to give the best information to our customers
To ensure that all correspondence is responded to within the timescales that are set out.
To produce daily feedback bulletins to the business with any issues that have been highlighted by our customers.
To assist the Contact Centre Manager with the production of statistical data, as required.
To follow the Customer Relations and social media processes.
To escalate issues to appropriate person(s) effectively.
To feedback to the business any issues that have been highlighted by our customers.
Investigate and respond to health and safety enquiries in partnership with the Chiltern Safety Team.
Carry out customer GDPR requests such as Subject Access Request and Right for Erasure
Requirements:
Ideally has experience of using social media for Customer Relations activity
Worked in a customer focused environment ideally Customer Relations
Able to work shifts including early starts, evenings and weekends
A* - B GCSE Grade English or equivalent qualification – strong written English required
A high standard of written and verbal communication skills is essential as is an ability to emphasise with customers
Ability to take complex information and summarise it in fewer words
Excellent interpersonal skills, with a calm, positive and confident personality are required
At Chiltern , we work in an environment where diversity is essential, inclusion is our culture, and each person knows they belong and matter.
We offer a competitive salary and benefits package, a culture of respect, challenge and innovation – with excellent opportunities for growth and development.
Our benefits include:
 
• All active staff and their eligible partners/dependents are entitled to free standard class leisure travel on Chiltern Railways, Cross Country, Arriva Rail London, Grand Central and NEXUS
• Active staff are also entitled to residential and duty standard class travel on all of the above services
• Defined Benefit Pension Plan 
• Arriva Village - access to online benefits and discounts
• Cycle to Work Scheme 
• Employee Assistance Plan 
• Physio Line  - We offer complementary 24-hour physio for everyone 
• Health Shield  - Health Shield provides an affordable healthcare cash plan offering a wide variety of benefits including dental, optical, and physiotherapy
• Eye Care  - You’re entitled to free eye tests and if you need glasses for computer use we will pay up to £80.00 towards your lenses and frames
• We offer 25 days annual leave as well as statutory holidays
• Flexible working 
• Support  - Peer Support, Samaritans, and Railway Chaplains
At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success..

Proud member of the Disability Confident employer scheme