Customer Solutions Representative Newcastle upon Tyne, England
Job description
Customer Service Representative – Customer Service Centre Gosforth - Office Based Role
We are based a few minutes walk away from the Regent Centre Metro right in the heart of Gosforth.
Why LNER?
We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.
Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.
Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.
Are you on board?
What you'll be doing:
As a Customer Solutions Representative, you'll play a key role in ensuring that we are there for our customers when they need us through telephony and digital channels.
You'll be working in our fast-paced, high energy contact centre environment based in Gosforth and we'll provide you full training in all aspects of customer service and web support; from helping a customer book a ticket and pro-actively informing them of LNER products and services to processing refund claims due to disruption. You'll initially start on one of our training programmes where we will provide you with good understanding of our systems and processes.
To ensure a great service, we like all our Customer Solutions Representatives to become multi skilled so over time you'll be trained up to deal with a range of queries from assistant requests and web queries to group bookings.
It can be an extremely busy role, especially during peak periods and through times of disruption so it can often be all hands-on deck however, you'll be a part of a fantastic team who will be on hand to support you. You may also get the chance to complete an Apprenticeship in Customer Service once you have completed your training
What you'll need:
- Have a genuine passion for customer service
- Be a people person with the ability to build strong relationships with customers and colleagues
- Strong communication skills, both written and verbal
- Great powers of logical thinking and problem solving - we aim to provide first contact resolution for our customers.
- Be adaptable with the ability to thrive in a fast-paced environment and to work well under pressure.
- Be computer literate and have experience in learning new systems
- Have strong problem solving skills as we aim to provide first contact resolution for our customers.
- Finally, you'll need to be flexible - our Customer Solutions Representatives work a variety of shifts between 08.00 – 22.00 including weekends so you'll need to be able to commit to working within these hours
What you'll get:
- Free travel on LNER + 75% off other companies' tickets (for you & dependents)
- Discounted international train tickets (after one year's service)
- 50% discount on LNER tickets for friends & family
- Discount, savings and cashback scheme from top retailers
- Health & wellbeing schemes and discounts
- Host of training opportunities to help further your career
- Rewards & awards to recognise when you shine
What we believe:
To be the most loved, progressive, and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.
We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!
Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.
Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.
Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.
What next?
As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!
