Travel Assistance Coordinator

4 weeks ago

Derby, Derby, United Kingdom East Midlands Trains Full time

At East Midlands Railway (EMR), we take pride in being One Team. Our commitment to ensuring safety, enhancing customer satisfaction, and acting with integrity is at the core of our operations, placing our customers at the forefront of our sustainable railway services in the East Midlands. With a workforce of over 2,600 dedicated individuals, our employees are the cornerstone of our success, and the Customer Contact Centre team plays a vital role in this achievement. Recognized as a Top Employer on eight occasions, we are devoted to fostering an environment where everyone feels empowered to express their true selves at work.

EMR is actively working to promote diversity within our workforce, acknowledging that we need to improve representation of women and ethnic minority groups. We are taking proactive measures to cultivate an inclusive culture and encourage applications from individuals who identify with these groups to better reflect our communities.

We are excited to announce an opportunity for an Assisted Travel and Lost Property Officer within our Customer Contact Centre on a fixed-term contract.

East Midlands Railway is dedicated to delivering exceptional customer service; we strive to provide the highest quality assistance to all customers who reach out to our Customer Service Centre with inquiries related to passenger support and lost property. We seek candidates who possess an understanding of the challenges faced by disabled travelers and are knowledgeable about our legal and franchise responsibilities in this area.

The responsibilities of the Assisted Travel and Lost Property Officer include:

Managing lost property and assisted travel requests through various communication channels, ensuring proactive engagement with customers as needed. Accurately recording request details in the PA system (or equivalent) and the Customer Relations Management System to ensure relevant information is communicated to internal teams and customers. Collaborating with relevant stakeholders to facilitate immediate assistance requests. Documenting all Lost Property requests in the LP database and adhering to the established Lost Property Procedures. Maintaining and updating the Lost Property Database, promptly informing the Customer Service Centre Manager of any issues or items that require disposal. Reviewing information from internal and external sources regarding accessibility, bringing any discrepancies or concerns to the attention of the Customer Service Centre Manager. Processing ticket booking requests via STAR (or equivalent), ensuring compliance with all Cash Handling procedures and PCIDSS, while actively promoting ticket sales.

The ideal candidate will possess excellent communication skills, be approachable, helpful, articulate, proactive, and exhibit a confident demeanor, capable of delivering difficult messages with tact and diplomacy. Strong teamwork and customer service skills are essential, and prior experience managing high volumes of correspondence is advantageous.

Ideally, candidates will have experience in a customer service setting, proficient data entry skills, and comfort with IT and common software applications, along with confidence in communicating with customers over the phone. A motivation to meet deadlines and provide tailored communication to our customers is essential.

The working hours for this position are flexible, covering the period from 0800 to 1900 hours, Monday to Friday.

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