Why LNER? We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day. Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join. Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER. Are you on board? So, what exactly does a Customer Solutions Representative do? We're looking for a team of Full Time Customer Solutions Representatives to join our team at our contact centre in Gosforth on a temporary contract. When joining us as a Customer Solutions Representative you'll start on one of our training programmes which provides a good understanding of our systems and processes to ensure accurate and timely service for our customers. You'll be trained in all aspects of customer service and web support, including helping a customer book a ticket and processing a delay repay form. We ensure that our Customer Solutions Representatives become multi-skilled, trained to handle a range of queries from assistant requests to group bookings. It can be an extremely busy role, especially during peak periods and times of disruption, but you'll be part of a fantastic team who will support you. So, what does it take to be one of the first points of contact for our customers? To make it as a Customer Solutions Representative you'll need to: Have a genuine passion for customer service and strive to provide a personalised and memorable service. Have excellent written and verbal communication skills, adapting your style to match that of the customer. Be a people person, involving constant interaction with customers, your team, and potentially colleagues from other areas. Be adaptable with the ability to learn, as training will be provided to support different teams within the Customer Solutions Centre. Be computer literate with experience in using various systems and Microsoft Office. Have strong problem solving skills, aiming for first contact resolution. Be flexible with working shifts between 06.00 – 23.00, including weekends. What you'll get: Free travel on LNER 75% off other companies' tickets (for you & dependents) Discounted international train tickets (after one year's service) 50% discount on LNER tickets for friends & family Generous pension scheme Annual cycle to work schemes Discount, savings and cashback scheme from top retailers Health & wellbeing schemes and discounts Host of training opportunities to help further your career Rewards & awards to recognise when you shine What we believe: To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, and the communities we serve. We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey. Diversity and inclusion We are passionate about fostering a diverse and inclusive workforce, representative of the communities we serve. Developing our people We focus on creating a learning culture to support our people in their development and career journey. Health & wellbeing We prioritize the physical health and mental wellbeing of our people. What next? We have fantastic opportunities for ambitious people from various backgrounds, so now is the time to join the team at LNER