Contact Customer Adviser

7 days ago

Manchester, United Kingdom Network Rail Full time

Brief Description As a Helpdesk Customer Advisor 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.About the role (External)What We're Looking For In Your Experience:- **Customer-Focused:** A passion for delivering outstanding customer service and a commitment to resolving issues promptly and professionally.- **Tech-Savvy:** Confidence in navigating around multiple systems to find solutions quickly.- **Payroll Pro:** Prior experience in payroll, with the ability to manage payroll-related queries efficiently.- **Attention to Detail:** Meticulous approach to ensure compliance with all relevant policies and regulations.- **Excellent Communicator:** Strong verbal and written communication skills to interact effectively with a wide range of stakeholders.We partner with our Network Rail routes and regions, delivering critical services and essential equipment to help get passengers and good to where they need to be.
To find out more watch our video.Your Day To Day Responsibilities:Responsible for operating high volume query management system answering telephone, email and chat queries in relation to payroll, recruitment and accounts payablesKeep customers informed of the progress of queries / expected delivery updates, engaging with internal shared service teams and working to service level agreements.As the voice of NR shared services, you'll always provide an engaging, positive, vibrant and extraordinary customer experience representing the shared service brand.Develop / continually improve relations with key stakeholders, play your part in 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 the daily / weekly focus groups.
Play your part in adopting an inclusive culture where individuals can be themselves and are free to challenge existing process without discouragement.
Work with others to support a culture of operational responsibility where individuals take personal ownership for delivery.
Please refer to the JD for full descriptionWhat Training Can I expect?Your commitment to self-development and continuous learning is hugely important in this role and we'll provide you with all the training to help you develop into role.
What Are My Working Hours?Our helpdesks are open from 8am – 6pm Monday to Friday, and every fortnight until 8pm.
We operate a rota within these times therefore you can expect to work until 8pm 1 in 4 times.
What's the location like?Located in the heart of Manchester, Network Rail's Square One office boasts a great location for commuters and professionals alike.
Just a short 5-minute walk from Manchester Piccadilly Train Station, it offers exceptional convenience for those traveling by rail.
Surrounded by a vibrant array of shops, cafes, and cultural hotspots, Square One provides the perfect blend of accessibility and urban excitement, making it an ideal workplace for those who thrive in a city environment.The Ideal CandidateExperience we would be looking for:Exceptional listening skillsProfessional telephone mannerAble to demonstrable excellent customer service skillsExperience of managing difficult conversations to a positive outcome Able to demonstrate the ability to influence stakeholders positivelyExcellent communication skillsNice to have but no essential:Occupational knowledge of shared servicesEducated to degree level or equivalentORACLE eBusiness Suite experienceNetwork Rail Benefits:A blend of home and office working (city centre location)28 days holiday's + bank holidaysA 35-hour working week (+ access to apply for flexible working & agile working)A huge 75% discount on leisure travel on most Train services throughout Great Britain A huge 75% discount on commuter on train travel in addition to leisure travelRegular 1-1s with your manager discussing your developmentAccess to apply for further studyA laptop to call your own for the duration of your employmentA range of enhanced pension schemesShopping discounts/ Cycle to work schemes/ gym memberships and much more

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