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As part of the Abellio Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.

We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees. As part of this investment we are looking to recruit a Customer Relations Advisor to work on full-time, permanent basis based in Birmingham. The role will include working on a roster basis, including bank holidays and weekends.

You will provide a comprehensive service to all WMT customers regarding queries and complaints, demonstrating excellent customer care and responding in a timely and efficient manner.

What does the job involve?

• Reports to Customer Relations Supervisor.
• Able to make decisions based on good customer service practice using the terms of the Passenger Charter and the National Rail Conditions of Carriage as a minimum standard of response.
• Able to make decisions in line with guidance from Customer Relations Supervisor and management.
• Authority to agree suitable compensation for customers in the form of rail travel vouchers or gifts to an agreed departmental limit, with cheque payment requests to be signed off by Customer Relations management.
• Ensure compliance with the requirements of the Health & Safety at Work Act.
• Provide information pro-actively to our passengers and respond to any queries or complaints through social media channels (such as Twitter, Facebook)
• Accurate analysis and logging of all customer complaints and other contacts, written and verbal, within customer relations database (currently Microsoft Dynamics CRM) software.
• Handle all incoming customer contacts by telephone, letter, e-mail, social media, fax or personal visit.
• Research and resolve customer enquiries and complaints to the customer’s satisfaction.
• Investigate customer enquiries and complaints using various train operation information systems such as Bugle, Trust, etc.
• Prepare standard and non standard written responses to customers.
• Provide clear written and/or oral communications with customers.

What skills and experience do I need to do the job?

• Previous experience of social media communication is essential to the post.
• Ability to use Microsoft Office software, including Word to a high standard is essential.
• Knowledge of the rail industry and the geography of WMT is essential but can be learnt in post.
• Experience of using Microsoft Dynamics CRM and Versatile Video software is essential for the post but can be trained for new entrants.
• Previous experience of a customer service environment is essential.
• Detailed knowledge of the Passenger Charter and the National Rail Conditions of Carriage is essential but can be learnt in post.

What are the salary and benefits?

• £28,261 (Pro Rata)
• Final salary pension – one of the best pension schemes available
• Free travel on all our trains and those of other train companies within our parent group company - for you, your partner and any dependent children
• 75% off all other train company travel tickets
• Retail discounts
• Career development opportunities

Due to the volume of applications, we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.

As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records