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Location London
Business Area / Department ACT
Type of Role Fixed Term - Full Time
Salary & Benefits £24,000 and full benefits package, including pension, annual leave, healthcare benefits, loans, discount schemes and more
Closing Date 11/02/2018

Ticketing Aftersales/Service Desk Advisor (Corporate Travel)

Job reference: SYS-3271


About Abellio

Abellio operates public transport contracts in Europe, while working in partnership every day to consistently exceed passengers’ and stakeholders’ expectations. 175 years of experience has embedded in Abellio a social duty to passengers which extends beyond the journey on one of our trains, trams or buses. The passenger is at the heart of everything we do. ​The delivery of safe, reliable and comfortable services is the starting point for every transport provider, but that is not enough for Abellio. Our services must play an integrated role in the socio-economic development of the societies we serve. 

​​​Every day 13,000 Abellio people provide safe, easy and reliable public transport for more than a million passengers on our services. Our operations span three countries including UK, Germany and the Netherlands, across bus, tram and train services.

In the UK we operate:

train services for ScotRail (Scotland's national railway), Greater Anglia, and Merseyrail (in a joint venture with Serco), as well as buses through Abellio London & Surrey.

We challenge the traditional conventions of travel so that we can provide better quality, safer, more convenient transport services that genuinely benefit our clients and customers, and we do it the Abellio Way - Genuine, Professional, Proactive, Inclusive. Our success is a reflection of our unique way of doing business and the Abellio Way provides a common and collaborative way of working with our clients, stakeholders, and each other.

Main purpose of the role

To advise, issue and dispatch season tickets and provide aftersales services (changeovers, duplicates, refunds, encodes etc.) in accordance with RSP approved processes and client Service Level Agreements as well as striving and maintaining a high level of customer satisfaction by giving accurate information to clients in regards to queries, fare quotes or any other information that may be required via telephone, email or any other method of communication.

Key accountabilities / responsibilities

  • To deal with all client orders, queries and quotes in a timely and professional manner by either phone or email or any other method of communication
  • To ensure that changeovers, duplicates, refunds, encodes etc are issued, processed and dispatched in accordance with client Service Level Agreements
  • Data entry into systems
  • To balance the day's takings on the ticket machines at the end of shift 
  • To represent  and promote the services of ACT and the wider Abellio group

The ideal candidates will

Share and demonstrate the Abellio values and behaviours 

Genuine: Demonstrates a strong service orientation and operating in a professional, respectful, honest and straightforward manner. Focus on customer needs responding quickly and accurately to all client requirements.

Professional: Works efficienty and accurately with strong attention to detail. Delivers to promise and to targets set in the Service Level Agreements. Remains calm and collected at all times. Professional and respectful of clients and fellow colleagues

Proactive: Will seek and identify opportunities to enhance customer service and administrative processes, where appropriate, in order to further improve the service quality and speed provided to all customers. Will think and plan ahead, organises workload effectively. Self-motivated, works well independently and also work well as part of a team.

Inclusive: Works well and provides great service to all type of clients and from all levels and backgrounds. Collaborative and flexible team player. Dedicated to provide excellent quality service and aims to achieve high level of client satisfaction at all times.

 and will have/be

  • Strong administration skills, including accuracy and eye for detail
  • Experience in using Microsoft Word, Excel and Outlook.
  • Ability to meet objectives and tight deadlines.
  • Fluent in English, both verbally and in writing
  • Able to use computerised systems

Work experience in similar or associated functions (ie. Administration of  Rail, Season ticket and Aftersales ticket operations like refunds, changeovers and duplicates), Rail industry related administrative experience and an understanding of rail related ticketing and fulfilment systems (Fujitsu Star, Cubic) and processes will be advantageous, but not essential.

Training will be provided.