Contact Liaison Advisor (Fixed Term Contract)
Job reference: SYS-9118
Contact Liaison Advisor (Fixed Term Contract)
Job reference: SYS-9118
This vacancy has now expired, and is not accepting any new applications. p>
Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively. p>
Are you looking for an opportunity?
Greater Anglia operates a busy railway network from London Liverpool Street to destinations across the east of England. We have a high standard of service for our customers throughout their journey experience so they can sit back relax and travel with confidence. Not to mention a whole new set of modernised greener trains, it’s never been a more exciting time to start a career with us. Do you want to be part of the journey? Come along and join Greater Anglia!
We have an exciting opportunity to join our Customer Relations Team within Norwich Station as a Contact Liaison Advisor. This is a fixed term contract which is expected to last 12 months.
The Role
The Senior Contact team are a small group of experienced rail colleagues based at Norwich who provide an escalated customer relations support to our broader Customer Relations team in Glasgow.
Based in Norwich station, this team provides key correspondence support for sensitive customer complaints, VIP correspondence, escalated complaint handling, liaison with stakeholders including the Rail Ombudsman, London TravelWatch, Transport Focus, Network Rail and the Department for Transport. The team work in an extremely timebound environment where confidentiality is absolutely key.
What we are looking for
The successful colleague will be able to convey information accurately and professionally about the rail network. You will represent Greater Anglia in written capacity primarily, but also in person where required such as at stakeholder events to support other colleagues, and in the delivery of training and workshops to colleagues to our Abellio Shared Service Centre. We work collaboratively with Glasgow based colleagues both in person and virtually.
The successful candidate will need to be a quick learner adept at moving between tasks such as drafting correspondence, responding and recording customer contacts, as well as providing a point of escalation for internal and external colleagues. This also includes report writing and secondment duties for the Contact Liaison Manager and Head of Customer Service – the Contact Centre forms part of the role, so a flexible approach and an enquiring mind are also a requirement for this role.
Ideally you will have experience of using CRM systems, however all system training will be provided. You will have good Word and Excel skills. To fulfil this role, you may be required to speak with customers and stakeholders alongside other communications channels. During any periods of service disruption, you may be required to assist the local station teams as required when on site.
The closing date for all completed applications is on Friday 3rd February
*Please note vacancies can close earlier due to high influx of candidate applications*
To succeed in this role, we are looking for people who can bring our four values to life in your everyday work:
Genuine … be welcoming, customer-centric and respectful
Professional… be solution-oriented, accountable, and delivering to promises
Proactive … be progressive, innovative, and decisive
Inclusive … be connected in your thinking, empathetic and promote diversity
Greater Anglia offer a healthy work life balance, holiday entitlement and an environment where you can learn, develop, and grow in your career. If you think you would be a great addition to GA then apply now!
What can we do for you?
- Defined Contribution pension scheme after 2 years option to move across to Defined Benefit (Final Salary) pension scheme
- Free Travel on GA and 75% discount on other TOCs for leisure travel
- Free Leisure travel on GA and 75% discount on other TOCS for eligible family members
- International travel discount card (FIP) for staff and eligible family members after 12 months service
- Gainshare bonus paid if GA hits relevant yearly targets, up £550 for permanent and £300 for agency
- GA offers maternity, paternity and adoption leave and time off for prenatal care, as well as shared parental leave after 26 weeks of service - part of our commitment to family friendly policies
- GA Hapi Benefits App– our great benefits app which includes discounts across many retailers, days out and dining
- 24/7 Employee assistance programme, eyecare and flu jab vouchers and access to physiotherapy services
- Annually issued 12 discount vouchers for family and friends to use
- Salary Sacrifice schemes such as Cycle to work and Technology scheme (eligible once passing probation)
This vacancy has now expired, and is not accepting any new applications. p>
Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively. p>