Merseyrail’s Customer Relations team are a key part of our broader customer services function, providing help and support to our customers before, during and after they travel with us.

You will be part a small team based at our offices in Liverpool city centre. This is an exciting chance for the right person to play a crucial role in our business. 

You will be responsible for delivering a high-quality service via our customer service channels. The ability to provide quick, helpful information is at the heart of this role.

You will also be responsible for handling customer complaints, helping to make things right where a journey hasn’t gone to plan. Processing refunds, compensation claims and making arrangements for customers who require assistance to travel will also be key parts of your job. 

This role involves working as part of an out of hours rota to provide social media support to our customers, where major disruption occurs, 

Working for a busy company like Merseyrail, no two days are the same, and if you like a fast paced, challenging and rewarding role, we’d love to hear from you.

Responsibilities include:

This is a highly visible position, and you need to be comfortable engaging with customers across all channels, making sure they are left with a positive opinion of Merseyrail.  You will be skilled and experienced in dealing proactively and efficiently with customer comments and complaints.

Requirements:

• First and foremost, you will be an experienced customer service professional, adept at dealing with challenging situations, complaints and enquiries effectively. 
• You will have great attention to detail and people skills, delivering both customer service and administrative tasks in a timely, engaging and accurate manner.  
• You will be used to working within tight timescales - with and without direct supervision. 
• You will be able to demonstrate experience of working in a dynamic, fast paced customer environment (essential). 
• You will have experience in working with and be comfortable using Customer Relationship Management Systems.
• You will also have experience of using social media in a professional, public facing setting.
• Operational railway experience is an advantage, though not essential.

Please note:
To apply for this role, please send a CV and covering letter of no more than 1 side of A4, setting out clearly how your skills and experience match those described in the job description documents. Applications without a covering letter will not be considered.

The role works to an operational roster covering the hours of 07.00-19.00 Monday to Friday and offers a mix of office and home working as business need dictates. 

For further information about this role please email: Comment@merseyrail.org with 'CXrole24' as the subject heading.

Important: Merseyrail reserves the right to close the advert before the published closing date if high volumes of applications are received. In this situation partially completed applications will not be progressed forward or given extra time to complete. 

'As an equal opportunities employer, Merseyrail particularly welcomes applications from Black, Asian, Minority, Ethnic (BAME) backgrounds as they are currently underrepresented. All appointments will be made on merit of skill and experience relative to the role.'