Customer Relations Consultant

**Customer Relations Consultant Talent Pool**

**Wakefield**

Previous experience of delivering outstanding customer service is an essential attribute for this role. You must also be able to demonstrate that you can work as part of a team and effectively manage customer expectations.

Like many commercial businesses, Grand Central has seen its challenges over the past 2 years. Although we are small in size, we are resilient. Thanks to our dedicated Team and loyal customers, we are preparing ourselves for a better future.

Grand Central is an open-access train operator linking the North East and West Yorkshire with London. We are also part of Arriva who have a large and diverse portfolio of train and bus operating companies in the UK and Europe.

We are a unique and distinctive train company and we are proud of our history, putting our customers at the heart of what we do.

True to our values, we have a real Belief in Better as we look forward to moving into a new post pandemic era. In preparing for that we are recruiting for Customer Relation Consultants to be placed in a talent pool for positions in the future, and we would love for you to be part of it

**Responsibilities**:

- Deliver exemplary standards of customer service, using the principles of empathy, ownership and action to deliver customer interactions which demonstrate Grand Central Brand Drivers
- Establish and maintain effective relationships with Grand Central departments and other Train Operating Companies
- Respond to written customer correspondence in a timely manner, working in accordance with departmental targets and industry requirements
- Ensure customer details and contact summaries are accurately recorded on the CRM system
- Proactively advocate the wider Grand Central product offering, including website account sign-up, promotions and benefits of purchasing tickets online
- Collate customer feedback areas for improvement across the end to end customer journey. Provide feedback to areas as appropriate for service improvements and development opportunities
- Identify potential process improvements and collaborate with the Customer Relations Manager to implement the agreed changes
- Cover for colleagues during periods of annual leave and absence and undertake tasks as directed by your manager/supervisor

**Requirements**:
You’ll be the voice of Grand Central, so as well as needing excellent customer service skills, you’ll need to think on your feet and deliver the following:

- Excellent communication and inter-personal skills
- Excellent organisation and planning skills
- Good presentation skills with strong verbal and written communication skills
- Excellent customer service skills aligning with the organisational vision
- Competent in handling difficult situations in a calm, understanding yet effective manner
- Strong teamwork ethos
- Thrives in a highly demanding environment with competing priorities

**You should also be able to demonstrate the following**:

- Highly disciplined and with the ability to work within rules and regulations
- Ability to remain calm even when under pressure
- Customer focused
- Excellent verbal and written communication skills
- Punctuality and reliability

**If you’re successful, you’ll can enjoy the following benefits straight away**:

- Contributory Pension Scheme: Arriva Workplace Pension Plan (AWPP) provided by Standard Life
- Unlimited Free Travel for you and your immediate family on all Grand Central services. In addition, we currently offer concessionary travel on other Arriva Trains UK franchises.
- Employee Assistance Programme provided by Health Assured: free, confidential 24-hour telephone counselling and information services.
- Access to the entire Headspace library - your personal guide to mindfulness, sleep, focus, movement and more.

**Benefits available upon completion of probation period (3-6 months)**:

- Friends & Family Passes pro-rata allocation of return standard class journeys (terms & conditions apply)
- Company Medical Insurance provided by AXA PPP Healthcare (taxable benefit)
- Company Wellness Package (including dental/optical treatment) provided by WPA (taxable benefit).
- Child Care Vouchers Scheme
- Cycle to Work Scheme
- Arriva Village employee rewards and benefits scheme
- At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success._

**Job Types**: Full-time, Permanent

**Salary**: £20,217.77 per year

Schedule:

- Monday to Friday

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location