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Customer Service Representative

2 months ago

Manchester, United Kingdom Network Rail Full time

About the Role

As a Customer Service Representative at Network Rail, you will be at the forefront of our mission to provide unparalleled customer support to both our internal and external Shared Services customers.

Your Key Responsibilities

  • Operate high-volume query management systems to answer customer inquiries related to payroll, recruitment, and accounts payable.
  • Keep customers informed of query progress and expected delivery updates, engaging with internal shared service teams and working to service level agreements.
  • Provide an engaging, positive, and vibrant customer experience, representing the shared service brand.
  • Develop and continually improve relations with key stakeholders, embedding a customer-centric culture where all team members consider the impact on customers and their future requirements.
  • Support the Network Rail 'Better Day Every Day' initiative by highlighting areas of potential improvement at daily and weekly focus groups.
  • Contribute to an inclusive culture where individuals can be themselves and are free to challenge existing processes without discouragement.

What We're Looking For

We're seeking a professional with exceptional listening skills, a professional telephone manner, and excellent customer service skills. The ideal candidate will have experience managing difficult conversations to a positive outcome and be able to influence stakeholders positively.

What We Offer

  • A blend of home and office working in a city centre location.
  • 28 days' holiday + bank holidays.
  • A 35-hour working week + access to flexible working and agile working.
  • A 75% discount on leisure travel on most train services throughout Great Britain.
  • A 75% discount on commuter train travel in addition to leisure travel.