Customer Relations Advisor

4 days ago

Banbury, United Kingdom DB Arriva Full time

**Customer Relations Advisor**

**Marylebone**

Chiltern Railways is part of the Arriva group, one of the leading providers of passenger transport in Europe. Chiltern Railways operates commuter/regional rail passenger services from its Central London terminus at London Marylebone along the M40 corridor to destinations in Buckinghamshire, Oxfordshire and Warwickshire, as well as long-distance services to the West Midlands along two routes.

Provide excellent proactive and reactive information on social media during service disruption and work cross functionally with other teams to give the best information to our customers

To ensure that all correspondence is responded to within the timescales that are set out.

To produce daily feedback bulletins to the business with any issues that have been highlighted by our customers.

To assist the Contact Centre Manager with the production of statistical data, as required.

To follow the customer relations and social media processes.

To escalate issues to appropriate person(s) effectively.

To feedback to the business any issues that have been highlighted by our customers.

Investigate and respond to health and safety enquiries in partnership with the Chiltern Safety Team.

Carry out customer GDPR requests such as Subject Access Request and Right for Erasure
- Ideally has experience of using social media for customer relations activity

Worked in a customer focused environment ideally customer relations

A* - B GCSE Grade English or equivalent qualification - strong written English required

A high standard of written and verbal communication skills is essential as is an ability to emphasise with customers

Ability to take complex information and summarise it in fewer words

Excellent interpersonal skills, with a calm, positive and confident personality are required

Chiltern Railways benefits:

- Free travel on Chiltern Railways and other Arriva companies
- All active staff and their eligible partners/dependents are entitled to free standard class duty and leisure travel on Chiltern Railways, Cross Country, Arriva Rail London, Grand Central and NEXUS.
- Defined Benefit Pension Plan
- Arriva Village - We have an online benefits site exclusively for all employees. The village offers savings on a whole range of household and leisure spending.
- Cycle to Work Scheme
- Employee Assistance Plan
- Physio Line - We offer complementary 24-hour physio for everyone
- Health Shield - Discounted healthcare cover
- Eye Care
- We offer 25 days annual leave as well as statutory holidays.
- Flexible working
- Support - Peer Support, Samaritans, and Railway Chaplains.

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..

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