Assisted Travel

2 weeks ago

Derby, United Kingdom East Midlands Railway Full time

We are proud to be **One Team** at East Midlands Railway (EMR). We are passionate about **keeping people safe, delighting our customers**, **doing the right thing** and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful and the Customer Contact Centre team make a crucial contribution to this.

Nine times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

**We have an exciting opportunity join #TeamEMR as an Assisted Travel and Lost Property Officer in our Customer Contact Centre on a 12 month fixed term contract.**

**(For internal employees this will be 12 month secondment)**

The Assisted Travel and Lost Property Officer will:

- Log request details accurately on the PA system (or equivalent), and the Customer Relations Management System, to ensure relevant details are passed to internal parties and the customer.
- Liaise with relevant parties to assist with immediate assistance requests.
- Log all Lost Property requests onto the LP database and adhere to the East Midlands Trains Lost Property Procedures.
- Maintain and update the Lost Property Database, highlighting to the Customer Service Centre Manager any issues, or when items need to be disposed
- Review information provided via internal and external parties, regarding accessibility, highlighting any errors or issues to the Customer Service Centre Manager.
- Log and process ticket booking requests via STAR (or equivalent) ensuring adherence to all Cash Handling procedures and PCIDSS. Actively promote ticket sales.

You will have excellent communications skills, be friendly, helpful, articulate, pro-active and have a confident manner, being able to say “no” while exercising tact and diplomacy. Excellent team work and customer service skills are essential and previous experience in dealing with high volumes of letters and phone calls is desirable.

Ideally, you’ll have experience of working within a customer service environment, accurate data inputting skills and be comfortable with using IT and popular computer packages and a confident when communicating with customers on the telephone. You will also be motivated to meet deadlines and provide communication to our customers that identifies and meets their requirements.

The hours of duty for this role are between 0800 - 1900hrs Monday to Friday so flexibility is important.

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