Are you passionate about delivering exceptional customer service and looking for a role that offers real career growth? Are you a natural problem solver, committed to delivering excellent customer service? Do you have strong written and verbal communication skills? If so, this could be the role for you!

Join our Customer Relations Advisor talent pool and become part of one of the top-rated teams for complaint handling satisfaction in the transport sector as recognised by UKCSI. With a 91% engagement score, our team is at the heart of our success, handling customer queries with professionalism and care based in our modern, central Birmingham office making it a great place to work and grow.

As part of the wider Customer Experience Strategy Team, you'll be responsible for supporting our customers, working to resolve complaints, answer enquiries and pass along feedback and insight to drive real change within the wider business. As a Customer Relations Advisor, you'll gain a deep understanding of our business, interacting with teams across the organisation and developing skills that open doors to exciting opportunities. Whether you're looking to build a career in customer service, operations or another area of the business, this role will provide the perfect foundation. If you're a highly motivated, adaptable and customer-minded individual who is a great communicator with a passion for helping people, apply now and take the first step toward a rewarding career with us.

Please note, this is a talent pool advertisement. We will be looking to interview for vacancies in early April 2025, and later in the year once vacancies become available. Successful applicants will be invited to take part in an assessment day at our offices in central Birmingham.

Key Responsibilities

• Working as part of a busy, customer-centric team to deliver outstanding customer service
• Supporting customers with complaints, enquiries and feedback taken over the phone, by email, by post and online
• Resolving customer complaints in line with West Midlands Train's complaints handling policy, passenger charter and the wider industry conditions of travel
• Decision making around complaint resolution, including authority to agree suitable compensation for customers to an agreed department limit
• Reporting to the Customer Relations Supervisors

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

• Previous experience of working in customer service / a customer focussed role is essential to this post
• Strong written and verbal communication, including email and letter writing, as well as good telephone manner
• Ability to deal with customer complaints and enquiries with limited information
• Experience in using Microsoft Office software packages is essential
• Experience in using CRM systems is preferred, but training will be provided to new entrants
• Knowledge of complaint handling procedures and the national rail conditions of travel is preferred, but training will be provided to new entrants
• Knowledge of the rail industry and WMT network is essential to this role, but can be learnt in post
• Time management and prioritisation skills
• Ability to cover departmental shift patterns, including Saturdays, Sundays and Bank Holidays

What are the salary and benefits?

• Competitive salary
• 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
• Hybrid working – office based 2-3 days a week
• 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.