Customer Service Representative

1 month ago


Derby, Derby, United Kingdom Network Rail Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Customer Service Representative. As a key member of our Area Customer Services team, you will play a critical role in developing and delivering customer engagement strategies that drive business growth and improve customer satisfaction.

Key Responsibilities
  1. Support the Route Stakeholder Manager in the development of customer engagement strategies, including informing, consulting, and involving customers where relevant.
  2. Assist areas and the route executive to effectively consult and engage customers on relevant projects.
  3. Act as the initial point of contact within the company for customer business liaison issues, taking responsibility for internal information regarding the customer, their business requirements, and issues.
  4. Advise senior management of issues and/or risks to customer relationships as soon as they arise, ensuring effective risk management.
  5. Develop and deliver all income streams relating to the customer.
  6. Support the delivery of Joint Performance Improvement Plans (JPIPs) specific to the customer.
  7. Support all negotiations on changes to the customer's Track Access Contract.
About the Team

You will be part of a dynamic and experienced team that is passionate about delivering exceptional customer service and driving business growth. Our team is committed to working collaboratively to achieve our goals and making a positive impact on our customers and the industry.

Requirements

To be successful in this role, you will need to have excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders. You will also need to have a strong understanding of customer engagement strategies and the ability to develop and deliver effective plans.

In addition, you will need to have a high level of analytical and problem-solving skills, with the ability to identify and mitigate risks to customer relationships. You will also need to have a strong understanding of performance improvement management and the ability to develop and deliver effective plans.

Our ideal candidate will have a strong track record of delivering customer service excellence and driving business growth, with a proven ability to work collaboratively as part of a team.



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