Customer Relations Consultant Wakefield, England
Job description
Customer Relations Consultant Future Vacancies
Wakefield
Grand Central (part of the Arriva Group) are looking for Customer Relations Consultants to join us. As a Customer Relations Consultant, you are responsible for positively engaging with our customers to resolve enquiries and issues to the highest standards, providing exceptional customer service. A key skill you will need is effective communication with your colleagues and others in the wider team, and of course our customers. This will be both via email and telephone channels.
Previous experience of delivering outstanding customer service is an essential attribute for this role. You must also be able to demonstrate that you can work as part of a team and effectively manage customer expectations.
Like many commercial businesses, Grand Central has seen its challenges over the past 2 years. Although we are small in size, we are resilient. Thanks to our dedicated Team and loyal customers, we are preparing ourselves for a better future.
Grand Central is an open-access train operator linking the North East and West Yorkshire with London. We are also part of Arriva who have a large and diverse portfolio of train and bus operating companies in the UK and Europe.
We are a unique and distinctive train company and we are proud of our history, putting our customers at the heart of what we do.
True to our values, we have a real Belief in Better as we look forward to moving into a new post pandemic era. In preparing for that we are recruiting for Customer Relation Consultants to be placed in a talent pool for positions in the future, and we would love for you to be part of it!
Responsibilities:
Deliver exemplary standards of customer service, using the principles of empathy, ownership and action to deliver customer interactions which demonstrate Grand Central Brand Drivers
Investigate and resolve customer complaints and enquiries using Rail industry systems, applying Grand Central policies as relevant
Establish and maintain effective relationships with Grand Central departments and other Train Operating Companies
Apply a consistent approach when dealing with customers, in accordance with department framework approach to customer contact
Respond to written customer correspondence in a timely manner, working in accordance with departmental targets and industry requirements
Ensure customer details and contact summaries are accurately recorded on the CRM system
Proactively advocate the wider Grand Central product offering, including website account sign-up, promotions and benefits of purchasing tickets online
Collate customer feedback areas for improvement across the end to end customer journey. Provide feedback to areas as appropriate for service improvements and development opportunities
Identify potential process improvements and collaborate with the Customer Relations Manager to implement the agreed changes
Cover for colleagues during periods of annual leave and absence and undertake tasks as directed by your manager/supervisor
You’ll be the voice of Grand Central, so as well as needing excellent customer service skills, you’ll need to think on your feet and deliver the following:
Excellent communication and inter-personal skills
Excellent organisation and planning skills
Good presentation skills with strong verbal and written communication skills
Excellent customer service skills aligning with the organisational vision
Competent in handling difficult situations in a calm, understanding yet effective manner
Strong teamwork ethos
Thrives in a highly demanding environment with competing priorities
You should also be able to demonstrate the following:
Highly disciplined and with the ability to work within rules and regulations
Ability to remain calm even when under pressure
Customer focused
Excellent verbal and written communication skills
Punctuality and reliability
If you’re successful, you’ll can enjoy the following benefits straight away:
- Contributory Pension Scheme: Arriva Workplace Pension Plan (AWPP) provided by Standard Life
- Unlimited Free Travel for you and your immediate family on all Grand Central services. In addition, we currently offer concessionary travel on other Arriva Trains UK franchises.
- Employee Assistance Programme provided by Health Assured: free, confidential 24-hour telephone counselling and information services.
- Access to the entire Headspace library - your personal guide to mindfulness, sleep, focus, movement and more.
Benefits available upon completion of probation period (3-6 months):
- Friends & Family Passes pro-rata allocation of return standard class journeys (terms & conditions apply)
- Company Medical Insurance provided by AXA PPP Healthcare (taxable benefit)
- Company Wellness Package (including dental/optical treatment) provided by WPA (taxable benefit).
- Child Care Vouchers Scheme
- Cycle to Work Scheme
- Arriva Village employee rewards and benefits scheme
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.
Job Type: Permanent
Salary: £20,217.77 per year
Schedule:
- Monday to Friday
Work Location: In person
