Chiltern Railways, a subsidiary of Arriva UK Trains, operates mainline train services from London Marylebone to Birmingham, as well as other regional routes. Known for our commitment to customer service, punctuality, and innovation, we pride ourselves on delivering a reliable and comfortable travel experience. Our mission is to provide exceptional service and ensure the safety and satisfaction of our passengers at all times. Job Purpose To work within the Customer Relations function ensuring all customer correspondence is handled within the prescribed timescales including email, whitemail, and social media communication channels (Twitter, Facebook, Live Chat and WhatsApp). To achieve and maintain a high standard of responses to all customer enquiries; to investigate the causes of complaint and advise on measures which will contribute to improved customer satisfaction. Key Accountabilities To deal effectively and efficiently with customer complaints and enquiries, responding to telephone calls, written correspondence, emails, Live chat and social media posts. 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 Personal Specification Essential Must be able to work shifts between the hours of 06:00 - 22:00, working 4 days in 7. 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 Our benefits include: All active staff and their eligible partners/dependents are entitled to free standard class leisure travel on Chiltern Railways, Cross Country, Arriva Rail London and Grand Central Active staff are also entitled to residential and duty standard class travel on all of the above services Defined Benefit Pension Plan Arriva Village - access to online benefits and discounts Cycle to Work Scheme Employee Assistance Plan Physio Line - We offer complementary 24-hour physio for everyone Health Shield - Health Shield provides an affordable healthcare cash plan offering a wide variety of benefits including dental, optical, and physiotherapy Eye Care - You’re entitled to free eye tests and if you need glasses for computer use we will pay up to £80.00 towards your lenses and frames Flexible working Support - Peer Support, Samaritans, and Railway Chaplains