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Arriva Group

Customer Relations Consultant

Id Job: 316e344

🏢 On-site
💼 Arriva Group
📍 Wakefield, England
🕒 Today
💰 20218 GBP ANNUAL

Job Description

Customer Relations Consultant Future Vacancies

Wakefield

Grand Central (part of the Arriva Group) are looking for Customer Relations Consultants to join us. As a Customer Relations Consultant, you are responsible for positively engaging with our customers to resolve enquiries and issues to the highest standards, providing exceptional customer service. A key skill you will need is effective communication with your colleagues and others in the wider team, and of course our customers. This will be both via email and telephone channels.

Previous experience of delivering outstanding customer service is an essential attribute for this role. You must also be able to demonstrate that you can work as part of a team and effectively manage customer expectations.

Like many commercial businesses, Grand Central has seen its challenges over the past 2 years. Although we are small in size, we are resilient. Thanks to our dedicated Team and loyal customers, we are preparing ourselves for a better future.

Grand Central is an open-access train operator linking the North East and West Yorkshire with London. We are also part of Arriva who have a large and diverse portfolio of train and bus operating companies in the UK and Europe.

We are a unique and distinctive train company and we are proud of our history, putting our customers at the heart of what we do.

True to our values, we have a real Belief in Better as we look forward to moving into a new post pandemic era. In preparing for that we are recruiting for Customer Relation Consultants to be placed in a talent pool for positions in the future, and we would love for you to be part of it!

Responsibilities:

Deliver exemplary standards of customer service, using the principles of empathy, ownership and action to deliver customer interactions which demonstrate Grand Central Brand Drivers

Investigate and resolve customer complaints and enquiries using Rail industry systems, applying Grand Central policies as relevant

Establish and maintain effective relationships with Grand Central departments and other Train Operating Companies

Apply a consistent approach when dealing with customers, in accordance with department framework approach to customer contact

Respond to written customer correspondence in a timely manner, working in accordance with departmental targets and industry requirements

Ensure customer details and contact summaries are accurately recorded on the CRM system

Proactively advocate the wider Grand Central product offering, including website account sign-up, promotions and benefits of purchasing tickets online

Collate customer feedback areas for improvement across the end to end customer journey. Provide feedback to areas as appropriate for service improvements and development opportunities

Identify potential process improvements and collaborate with the Customer Relations Manager to implement the agreed changes

Cover for colleagues during periods of annual leave and absence and undertake tasks as directed by your manager/supervisor

You’ll be the voice of Grand Central, so as well as needing excellent customer service skills, you’ll need to think on your feet and deliver the following:

Excellent communication and inter-personal skills

Excellent organisation and planning skills

Good presentation skills with strong verbal and written communication skills

Excellent customer service skills aligning with the organisational vision

Competent in handling difficult situations in a calm, understanding yet effective manner

Strong teamwork ethos

Thrives in a highly demanding environment with competing priorities

You should also be able to demonstrate the following:

Highly disciplined and with the ability to work within rules and regulations

Ability to remain calm even when under pressure

Customer focused

Excellent verbal and written communication skills

Punctuality and reliability

If you’re successful, you’ll can enjoy the following benefits straight away:

Benefits available upon completion of probation period (3-6 months):

At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.

Job Type: Permanent

Salary: £20,217.77 per year

Schedule:

Work Location: In person

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