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Trainline is an innovative, tech business with a mission to bring together the world’s rail, coach and other travel services into one simple experience. We aim to make travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices. We’re hugely proud to be the world’s leading independent rail and coach travel platform and rank among the highest-rated travel and ticketing apps globally. Today, we offer our customers travel to thousands of destinations in and across 45 countries in Europe and beyond. That’s more than £3.7 billion in ticket sales annually, and over 90 million visits to our apps and websites each month. In another major milestone, Trainline listed on the London Stock Exchange in June 2019 and is now part of the FTSE 250.

Our culture is central to our success. We’re driven to sustain our phenomenal growth from recent years, and this means we’re always working closely and collaboratively to turn our ideas into reality. It’s this sense of pace, innovating and improving pretty much everything we do, that makes Trainline so exciting and unique - we truly believe our work has a genuine impact and will change travel for the better.

Our Customer Contact Centre in Edinburgh is led by our Director of Customer Management, Lisa Milne. With over 15 years experience of working at Trainline, Lisa knows how to get it right for our customers and that is by providing a friction free, trustworthy, and expert service, ensuring we are there when they need us.

By using 2 of our key company values; ‘Own it’ and ‘Do good’, we make sure our customers are given the support, expertise and service needed to build customer loyalty and brand awareness.

You will play a key role in providing our customers with a fantastic customer experience:

• Answering aftersales and technical support requests via phone and email in French.
• Escalade customer feature requests and potential product bugs.
• You will join a dynamic international team of multilingual customer service representatives
• The job opportunity will be in our office in Edinburgh

• Fluent in French and English.
• Quick problem-solving capacities to offer live support on time-sensitive customer requests.
• Confident with software navigation: we use a combination of internal software and customer software.
• Desirable: Experience with customer service (facing and/or non-facing)

All candidates applying for this role must have the right to work in the UK. We are unable to sponsor applicants who are currently not eligible to work in the UK.

Salary: £24K

Why Trainline?

• In-depth, engaging induction and on-going training to help you bed in to the team and continue your development
• An employee experience team and an engagement committee to help ensure you love coming to work
• Social events both inside and outside of work
• Fantastic progression opportunities both inside and outside of the team, recent examples in the last 12 months include promotions to:
  • Payments team
  • Fraud Prevention team
  • Account Management team
  • Service Desk team
  • Customer Service Team Lead
  • Customer Service Team Manager
  • Customer Service back office team

We value open expression at Trainline, we believe it’s the diversity of experience, backgrounds and perspectives of our employees that makes us who we are. We encourage everybody to play a part in changing the way people travel across the world.