Customer Service Advisor

South Western Railway is committed to equal opportunities employment, and your application will be reviewed by the hiring panel with personal information removed. In order to assist this process please ensure that any attachments such as CV’s or covering letter have personal details removed. Any other attachments such as professional qualifications can be left unedited. Applications not following this guidance may be rejected.

Main Purpose

The post holder is responsible for answering enquiries and telephone sales calls, greeting contacts arriving at Southampton Customer Service Centre (CSC), ensuring that the highest standard of customer service is provided at all times.

Principle Accountabilities

• Accept incoming contacts, providing advice and fulfilling customer requirements in an impartial way. Where necessary log call details so that follow up action can be taken and customer service issues fulfilled.
• Ensure that you meet any personal performance targets that may be set and actively participate in any Team goals.
• Participate in the Team Briefing process, ensuring that you become familiar with any changes to your working environment.
• Remain familiar with the contents and how to use any relevant commercial publication and associated database reference sources
• Become and remain conversant with the features and functionality of any business equipment and software provided for your use.
• Ensure your own personal safety and that of others at all times.
• Participate in "back office" after sales, correspondence, fulfilment and data preparation routines.
• Comply with instructions contained in the South Western Railway.

Subsidiary Tasks

• Ensure that any event that has or could seriously damage customer service is relayed to a CSC Manager.
• Ensure that any change to a ticketing arrangement, procedure or train service discovered in the course of your duty is relayed to your Team Leader.

Contact With Others

• CSC Team members, CSC Managers, Head of Customer Service, Customer Service Directorate and Board
• Colleagues within South Western Railway
• External Professional bodies
• General Public

Most Challenging Part Of The Job

• Handling the negative reactions from customers whilst actively promoting the company.
• Dealing with often very detailed & difficult contacts but maintaining a diplomatic, tactful and friendly response at all times.

Minimum Requirements

Previous experience of working in a customer service role is required, with a telephony background an advantage. Additional skills required:

• Good interpersonal skills.
• Good verbal and written communication skills.
• Good general education.

Shift Pattern

Working an average of 37 hours per week.

At SWR we believe our people are our greatest asset.
Our vision is to recruit and retain the best talent from most diverse pool of candidates across our regions.
We are committed to establishing a sense of inclusion for all and to value each person for the unique contribution they bring.