Here are some of the duties your role will include: -
· To take responsibility for own caseload in a high-volume environment, assessing and resolving enquiries, requests and complaints via letter, email and telephone to resolve customer enquiries at first point of contact where possible.
· Work as one team (for example covering colleagues when on leave) to achieve both personal and team targets.
· Develop strong relationships with operational route colleagues to provide customers with a prompt, excellent quality service.
· To use sound judgement and take decisions within established procedures for each service request, using our Customer Relationship Management system to log, process and follow up enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
· Maintain accurate records including copies of letters and forms received, information given, services requested, and complaints made.
· To actively represent the customer throughout the organisation, striving for continuous improvement, encouraging feedback on services provided and, recognising the changing needs of the service, and making recommendations to the Manager for service improvements as necessary.
· To investigate and escalate any reoccurring or contentious issues, working with Public Affairs, Media and Route Communications Managers to achieve a joined up, consistent response.
· To represent Network Rail at community events and public meetings as required and advise colleagues on the most effective way to engage, warn and inform people of planned works.
· To participate in the induction and training of new community relations executives to help maintain a high level of up-to-date knowledge within the team.
· To undertake any other duties as required and deemed appropriate within the grading of the post.
We have a unique opportunity to kick start your career with Network Rail. Were looking for someone who will help us transform and enhance the customer service experience across our delivery teams while contributing to our mission and values. Do you have a passion for customer service with excellent communication skills.
You dont need to have railway knowledge as you will learn this on the job. Safety is at the heart of everything we do and working in the community relations team means you will find out how our essential work on the railway gets everyone home safe every day.
The community relations executive role is fast-paced and requires attention to detail, it will also give you an insight into what life is like working for the railway., · Experience in customer services or complaints management.
· Experience of customer management systems.
· Ability to prioritise.
· Impeccable telephone manner and strong writing skills.
· Excellent time management skills.
· Experience of planning and delivering proactive customer engagement.
At Network Rail, our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. Were an organisation where people matter. Watch our video to find out more!
Scotland's Railway is part of this large family, and it covers a large geographical area from the Borders to Thurso at the far tip of the North East of Scotland, accounting for almost 20 per cent of the UK rail network. We provide rapid access along busy commuter routes to our seven cities, servicing the varied needs of our business and leisure commuter services, including cross border services and rural services. We have up to 50 freight services operating every day and we are steadily building capacity for this to grow. Our ambition to be responsive to passengers and freight users, drives us every day and we're empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.
Our colleagues are encouraged to work flexibly as we know that busy lives dont always fit around a traditional working pattern, if you need flexibility to complete your role just let us know and we will do our upmost to help you to invest in your career with us while balancing other aspects of your life., Our approach to diversity and inclusion means we can all make a difference. We encourage everyone to be themselves no matter what your background is and with the resources and support you need; you can make a meaningful impact to the local community and our lineside neighbours.
Youll be joining us at a time of transformation in delivering and outstanding service taking care of our people and the communities we serve, interacting positively and efficiently to manage the customer journey.
Salary: Starting at £25,000 and rising to £27,000 per annum