ABELLIO

Responsibility

• ensure compliance with the Office of the Rail Regulator targets for timescale and quality of responses
• oversee daily work allocation throughout the Customer Relations Department
• any other duties commensurate with the grade and post and as required
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• investigate customer enquiries and complaints using various internal and external train operation information systems
• prepare standard and non standard written responses to customers including responding to direct contact to the Managing Director as directed

Requirements

• knowledge of the rail industry and the geography of West Midlands Trains is essential but can be learnt in post
• previous supervisory experience is essential for those new to the rail industry but otherwise preferred
• experience of using Customer Relationship Management systems is essential for the post but system-specific training will be delivered for new entrants
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• previous experience of a customer service environment is essential
• detailed knowledge of the Passenger Charter and the National Rail Conditions of Carriage is essential but can be learnt in post

Earnings for position supervisor

Earnings for position cleaner

Responsibility

• following safety instructions and reporting any issues

Benefits

• laptop