Customer Service Representative

3 hours ago

Bristol, Bristol, United Kingdom FirstGroup Full time
About the Role

We are seeking a highly visible and proactive Customer Service Representative to join our team at one of our flagship stations on the GWR network. With an annual footfall of 14 million customers, you will play a key role in providing a memorable customer experience.

Main Responsibilities
  • Liaise with key GWR and Network Rail departments to ensure accurate and timely information is given to customers.
  • Provide the highest levels of customer service and be proactive to customer needs, especially at times of disruption.
  • Manage our vulnerable customers from the point of arrival at the station and ensure that assistance is provided where necessary.
  • Answer ticket and timetable queries, ensuring accurate information is provided to customers.
  • During times of disruption, provide colleagues with accurate and timely information to ensure that customer needs are treated as a priority.
  • Sign in contractors and visitors to the station using the Network Rail system.
Requirements
  • Able to deliver exceptional front-line customer service.
  • A self-starter with a can-do attitude.
  • Confident when decision making.
  • Able to remain calm yet directive in a crisis.
  • Able to work to strict procedures.
What We Offer

As a Customer Service Representative, you will be part of a great team environment and comprehensive training. All GWR colleagues enjoy a range of benefits, including on-going development, a defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership, and an employee assistance programme.

We value our differences and 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.

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