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Customer Service Executive

7 months ago

Derby, United Kingdom East Midlands Railway Full time

We are proud to be **One Team** at East Midlands Railway (EMR). We are passionate about **keeping people safe, delighting our customers**, **doing the right thing **and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,500 employees, our people are the reason we are so successful, and the Customer Service team make a crucial contribution to this.

Eight times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

We have a talent pool opportunity within our Customer Service Team based at our contact centre in Derby for any future vacancies the team might have. We’re looking for people that are passionate about customer service and really care about the impact customer service can have.

**Customer Service Executive**

You will receive training on all aspects of the Customer Service Centre function, including the complaints handling system, Lost Property, Passenger Assistance and issuing tickets via our STAR retailing system.

To be great in the Customer Service Team you will need fantastic communications skills, be friendly, helpful, articulate, pro-active and have a confident manner, being able to say “no” while exercising tact and diplomacy. Excellent team work and customer service skills are essential and previous experience in dealing with high volumes of letters and phone calls is desirable.

Ideally you’ll have experience of working within a customer service environment, accurate data inputting skills and be comfortable with using IT and popular computer packages and a confident when communicating with customers on the telephone.

The hours of duty for this role are between 0800 - 1900hrs Monday to Friday so flexibility is important. Training for the role will be office based. This role is hybrid, meaning you will work from the office and at home once in role.

**As well as a competitive salary, we’ll also offer you**:

- Excellent Railway Pension scheme
- Free travel on East Midlands Railway and Train Operating Companies under Abellio
- Friends and Family discounted Tickets on the EMR Network
- 75% discount on National Travel (inc partner and dependants)
- Various training opportunities
- and many more