About Network Rai
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Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We’re an organisation where people matter.
We’re continuing to build a diverse organisation which is representative of the people we serve. We want to harness the skills and expertise of our people and attract the best talent, to enable a safe and accessible railway for everyone. To learn why inclusion is important to us, please click .
About our people and the recruitment process – We’re an inclusive employer of choice and we welcome applications from everyone!
We encourage our colleagues to work flexibly, as we know traditional working patterns don’t always fit. If you want to consider working flexibly, just let us know and we’ll do our best to help and invest in your career with us, whilst you have a healthy work life balance.
We’re also a employer and we’ll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.
Brief Description
To work as part of a team delivering a first class, professional customer service, using a range of communication methods, to ensure that where possible customer enquiries and complaints are resolved at the first point of contact.To work closely with the local community and businesses during disruptive works and be responsible for monitoring and managing all related local activities and relationships. Interviews will take place on 21 September.
About the role (External)
Key Accountabilities:
1.To take responsibility for own caseload in a high volume environment, assessing and resolving enquiries, requests and complaints via letter, email and telephone to resolve customer enquiries at first point of contact where possible.
2.Work as one team (for example covering colleagues when on leave) to achieve both personal and team targets.
3.Develop strong relationships with operational route colleagues to provide customers with a prompt, excellent quality service.
4.To use sound judgement and take decisions within established procedures for each service request, using our Customer Relationship Management system to log, process and follow up enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
5.Maintain accurate records including copies of letters and forms received, information given, services requested and complaints made
6.To actively represent the customer throughout the organisation, striving for continuous improvement, encouraging feedback on services provided and, recognising the changing needs of the service, and making recommendations to the Manager for service improvements as necessary.
7.To investigate and escalate any reoccurring or contentious issues, working with Public Affairs, Media and Route Communications Managers to achieve a joined up, consistent response.
8.To represent Network Rail at community events and public meetings as required and advise colleagues on the most effective way to engage, warn and inform people of planned works.
9.To participate in the induction and training of new community relations executives to help maintain a high level of up to date knowledge within the team
10.To undertake any other duties as required and deemed appropriate within the grading of the post.
Job Skills, Experience and Qualifications:
Essential
·Experience in customer services or complaints management
·Experience of customer management systems
·Ability to prioritise
·Impeccable telephone manner and strong writing skills
·Excellent time management skills
·Experience of planning and delivering proactive customer engagement
How to apply (External)
Band 5 – Salary Circa £25,000
Closing date: 16 September 2022. Late applications will not be accepted.
We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, national origin, gender, sexual orientation, age, marital status, or disability status.
We positively embrace flexible working recognising that employees may wish to balance work and family/home life.
