Customer Experience Advisor

Job reference: SYS-4670

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Location Glasgow SSC
Business Area / Department Customer Services ~ Customer Relations
Type of Role Perm - Full Time
Salary & Benefits £18,000 + Rail Travel
Closing Date 21/03/2019

Customer Experience Advisor

Job reference: SYS-4670



Abellio are looking for Customer Experience Advisors - Permanent Full-Time - to join their Shared Services Centre in Glasgow.


Purpose of the Role: 

  • To show empathy and compassion whilst delivering good customer service
  • Provide a personalised, professional experience when responding to the customers using a variety of communication channels such as email and letter
  • The ability to utilise a variety of information systems, to ensure customer queries are resolved and they receive a personalised service to drive the customer experience towards excellence


In this role you will receive full training and support throughout your career. This will be provided through regular coaching sessions, in-house training and feedback on current development.


Preferred Skills & Experience: 

  • At least one year’s experience working in a complaints handling role
  • Educated to a minimum of Standard Grade English (or equivalent)
  • Effective communication skills, written and verbal
  • An enthusiastic, self-motivated and outgoing nature
  • Computer literacy skills
  • Proactive problem solving skills
  • Ability to understand and resolve customer enquiries in a time sensitive manner
  • A positive, resilient, assertive and professional nature
  • The ability to be flexible and stay calm under pressure
  • Strong time management skills in order to meet deadlines
  • Ability to work within a team setting with adaptable and interpersonal skills
  • Being able to encompass the Abellio values at all times, Genuine, Proactive, Professional and Inclusive


Hours of Work: 

Full Time working 37.5 hours per week, any 5 days of 7 days (Monday to Sunday) between office open hours – 07.00am – 10.00pm. Please note that this will include rotational weekend working.