Overview

Position Title: Customer Service Advisor

Company: Avanti West Coast

Location: Euston, UK

Job Description

We are looking for enthusiastic individuals to join our established team of customer relations & retail advisors! You would be responsible for positively engaging with our customers, resolving queries and complaints to the highest standards and providing exceptional customer service. Building strong rapport with passengers, empathising and taking ownership to deliver customer interactions which reflect the First Group values to achieve a First Contact Resolution. The role will include investigating and resolving enquiries and complaints, predominately through inbound calls, occasionally email case work using Rail industry systems, applying our policies where relevant. Conduct a consistent approach when dealing with passengers, in accordance with department framework approach to customer contact and interaction.

Responsibilities:

  • We’re always working hard to improve the experience our passengers have whenever they use our services, but what you may not know is that we’ll also do the same for you.
  • So here
  • you’ll find state-of-the-art systems to help us deliver excellent customer service, along with a fresh, vibrant, modern and stylish environment.
  • One that’s purpose is built to help you develop your skills and offer the kind of career experience and progression that you won’t find anywhere else.

Requirements:

  • A thorough approach with strong attention to detail.
  • Great spoken & written communication is a must
  • A passion for delivering excellent customer service.
  • 6 months experience working within a Customer Service environment (preferred)
  • Great IT skills and an ability to learn new technology and processes quickly.

About Avanti West Coast

We are one of the UK's most experienced rail operators, carrying more than 340 million passengers across our four contracted operations: Great Western Railway, South Western Railway, Avanti West Coast and TransPennine Express, and also our open access operations Hull Trains and LUMO. Whether for business, education, health, social or recreation – we get our customers where they want to be, when they want to be there. We create solutions that reduce complexity, making travel smoother and life easier. As part of the West Coast Partnership Development, we also provide a range of design, development, and mobilisation services for the High Speed 2 (‘HS2') programme in a joint venture with Trenitalia.

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