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Contact Liaison Advisor

2 weeks ago

Norwich, United Kingdom Greater Anglia Full time

£27,992

**Are you looking for an opportunity?**

Greater Anglia operates a busy railway network from London Liverpool Street to destinations across the east of England. We have a high standard of service for our customers throughout their journey experience so they can sit back relax and travel with confidence. Not to mention a whole new set of modernised greener trains, it’s never been a more exciting time to start a career with us. Do you want to be part of the journey? Come along and join Greater Anglia

We have an exciting opportunity to join our Customer Relations Team within Norwich Station as a Contact Liaison Advisor. This is a fixed term contract which is expected to last 12 months.

**The Role**

The Senior Contact team are a small group of experienced rail colleagues based at Norwich who provide an escalated customer relations support to our broader Customer Relations team in Glasgow.

Based in Norwich station, this team provides key correspondence support for sensitive customer complaints, VIP correspondence, escalated complaint handling, liaison with stakeholders including the Rail Ombudsman, London TravelWatch, Transport Focus, Network Rail and the Department for Transport. The team work in an extremely timebound environment where confidentiality is absolutely key.

**What we are looking for**

The successful colleague will be able to convey information accurately and professionally about the rail network. You will represent Greater Anglia in written capacity primarily, but also in person where required such as at stakeholder events to support other colleagues, and in the delivery of training and workshops to colleagues to our Abellio Shared Service Centre. We work collaboratively with Glasgow based colleagues both in person and virtually.

Ideally you will have experience of using CRM systems, however all system training will be provided. You will have good Word and Excel skills. To fulfil this role, you may be required to speak with customers and stakeholders alongside other communications channels. During any periods of service disruption, you may be required to assist the local station teams as required when on site.

To succeed in this role, we are looking for people who can bring our four values to life in your everyday work:
Genuinebe welcoming, customer-centric and respectful
Professionalbe solution-oriented, accountable, and delivering to promises
Proactivebe progressive, innovative, and decisive
Inclusivebe connected in your thinking, empathetic and promote diversity

**What can we do for you?**
- Defined Contribution pension scheme after 2 years option to move across to Defined Benefit (Final Salary) pension scheme
- Free Travel on GA and 75% discount on other TOCs for leisure travel
- Free Leisure travel on GA and 75% discount on other TOCS for eligible family members
- International travel discount card (FIP) for staff and eligible family members after 12 months service
- Gainshare bonus paid if GA hits relevant yearly targets, up £550 for permanent and £300 for agency
- GA offers maternity, paternity and adoption leave and time off for prenatal care, as well as shared parental leave after 26 weeks of service - part of our commitment to family friendly policies
- GA Hapi Benefits App
- our great benefits app which includes discounts across many retailers, days out and dining
- 24/7 Employee assistance programme, eyecare and flu jab vouchers and access to physiotherapy services
- Annually issued 12 discount vouchers for family and friends to use
- Salary Sacrifice schemes such as Cycle to work and Technology scheme (eligible once passing probation)