Customer Service Assistant

1 week ago

Kingston upon Hull, United Kingdom Hull Trains Full time

**Who are we?**

Hull Trains is an open-access operator running seven daily services to London King's Cross from Hull, Brough, Howden, Selby, Doncaster, Retford, and Grantham.

Now in our 23rd year of operation, we are an institution in the Humber region with a commitment to both our customers and the local community.

Our colleagues are what set us apart: Local people, working for a local company, providing first-class services to the local community. They love working for Hull Trains, and this is evidenced by our high retention levels and a policy of promoting from within. We have countless examples of people who have progressed through our ranks and now hold senior positions within the business.

We are dedicated to equality and diversity, with a workforce made up of 50% male and 50% female colleagues, and the highest percentage of female Drivers in the country. In 2023, we were named as the _Top Employer of the Year_ at the Women in Rail Awards for our commitment to equality and diversity.

Hull Trains was the first rail operator in Great Britain where journey levels exceeded pre-pandemic levels. We now provide more passenger services on larger trains than ever before and are transporting record numbers of passengers on board. Our Paragon fleet is also one of the most modern and environmentally friendly on the UK's rail network.

We are a company that is on the up A proud local employer with a team of on-board colleagues who are not only committed to delivering excellent customer service but also dedicated to the city of Hull and the surrounding communities.

**About the job**

We're excited to be planning our long-term future; a future which you could be a part of

Would you like to join our journey?

We are recruiting for a **Customer Service Assistant **on a full time, permanent basis.

**Your main responsibilities will be**:

- Handling of booking / enquiries within the Business travel team - assist with the day to day running of the department, accepting work / duties /priorities as required.
- Account management of business and group travel customers, assisting in any enquires received.
- Build relationships with customers and other stakeholders.
- Support customer enquiries / issues.
- Support customer services department with resolutions for customer issues.
- Assist in the collection of customer insights and perform service quality tasks.

**As a minimum, you will need to have**:

- Experience in a customer service role is desired but not essential.
- Comprehensive standard of education, with previous use of Excel, Microsoft Outlook preferred.
- Good communication and interpersonal skills to engage with all levels of staff, customers, key stakeholders, and external suppliers of information.
- Proactive attitude to work with both the Business Travel and Customer teams.
- An energetic and enthusiastic approach to data gathering, problem solving and customer empathy.
- Good attention to detail.

**The Reward**

37 hours, competitive remuneration and benefits package including free and discounted rail travel, company pension scheme, 25 days' annual leave plus bank holidays, health cashback scheme and 50% gym paid membership fees.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

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