Merseyrail’s social media channels act as key communication tools between our popular rail network and our passengers.  Our Fleet Performance Clerks act as the hosts of these channels making sure that Merseyrail passengers are kept informed and supported before, during and after their journey with us. You’ll be joining a small team based in our control room at Sandhills station, near Liverpool city centre. This is an exciting chance for the right person to help support the administration of our fleet of trains and to provide excellent customer service.

You will be responsible for delivering a high-quality customer service via our social media channels, phone and email particularly for customers requiring real-time journey advice. The ability to provide quick, helpful information is at the heart of this role, as is using social media to support our marketing campaigns and key business messages.

Responsibilities:

This is a highly visible position and you will be comfortable engaging with customers in a digital environment. An ability to proactively interpret operational situations and translate them into customer-friendly language during service disruption, special events, and adverse weather is also critical. You will also provide leave cover for the Customer Relations team, responding to comments and complaints from customers who have already travelled.

Equally as important, you will also help monitor and record fleet incidents in real time and communicate these to the Merseyrail engineering team. Accurate reporting of faults is critical to the ongoing relationship with our train maintainers, Stadler, and you will play a key part in this relationship.

Requirements:

You will have great attention to detail and people skills, delivering both customer service and administrative tasks in a timely and accurate manner. You will be used to working within tight timescales - with and without direct supervision. Experience of working in a dynamic, fast paced customer environment is essential. Operational railway experience is an advantage, though not essential. You will also have experience of using social media in a professional, public facing setting.

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.

• This vacancy has recently been advertised and previous applicants need not apply.  

• This vacancy is available for internal employees to apply - including those still within their probationary period (normal regulations for applying for internal roles apply).

• The role works to an operational roster covering the hours of 06.00-23.30 Monday to Saturday and 10.00-18.00 on Sundays over a 35 hour week.

For further information about this role please email: Comment@merseyrail.org with SYS-9213 as the subject heading.

'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