As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway. We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees. As part of this investment, we are looking to recruit a Customer Relations Advisor, on a full-time, permanent basis based at our head office in Birmingham on a hybrid basis. What does the job involve? Provide a comprehensive service to all WMT customers regarding queries and complaints : Demonstrate excellent customer care and respond in a timely and efficient manner. Make decisions based on good customer service practice : Use the terms of the Passenger Charter and the National Rail Conditions of Carriage as a minimum standard of response. Agree suitable compensation for customers : Authority to provide rail travel vouchers or gifts to an agreed departmental limit, with cheque payment requests signed off by Customer Relations management. Retain customers and reduce revenue risk : Ensure compliance with Department for Transport targets for timescale and quality of responses. Meet performance targets : Ensure quantity and quality of output to customer enquiries are maintained. Administer customer compensation : Ensure all agreed compensation is justified and processed according to departmental guidelines. Communicate major operational events : Ensure all relevant information is communicated to customers, appropriate sections of WMT, and any relevant third parties. What skills and experience do I need to do the job? Social media communication experience : Essential for managing customer interactions on social media platforms, responding to queries, complaints, and feedback professionally and promptly. Proficiency in Microsoft Office : High standard in Word for preparing documents and correspondence, Excel for data analysis, and Outlook for managing emails and scheduling tasks. Customer service experience : Vital for understanding and meeting customer needs, handling inquiries, resolving complaints, and ensuring customer satisfaction. Customer focused : Excellent communication skills for interacting with customers, understanding their concerns, and providing clear information. Empathetic : Ability to understand and respond to customer needs compassionately, building trust and rapport. Calm and patient : Essential for handling difficult situations and irate customers professionally without escalating issues. Good telephone manner : Professional and courteous, making a positive impression during phone interactions. Attention to detail : Meticulous and accurate in handling customer interactions, records, and communications to prevent errors and maintain high service standards. What are the salary and benefits? Competitive salary Final salary pension – one of the best pension schemes available Free travel on all our trains and those of other train companies within our parent group company - for you, your partner, and any dependent children Hybrid working – office based 2-3 days a week 75% off all other train company travel tickets Retail discounts Career development opportunities Due to the volume of applications we receive the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out. As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation. Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.