Customer Relations Officer
CurrentThe role consists of:- Managing all escalated contacts by delivering best in class customer service through various contact channels including phone, email and social media. These contacts can originate from Front Office Managers, our Chief Executive Officer, Press team and Legal team etc.- Handling Trainline GDPR requests and supporting Account Managers in dealing with TOC requests- Promoting our social brand by providing outstanding social media interaction and positively represent Trainline and our products- Professionally representing Trainline with any customer legal issues such as County Court Claims- Working with our Press Office, owning all customer service queries and offering support where necessary- Working with our suppliers, providing consistent and constructive feedback as well as identifying and closing any knowledge gaps to enhance customer service- Managing outbound campaign messages - creating and delivering bespoke communications to a targeted audience in the event of disruption (i.e. service cancellation, engineering works, timetable changes)- Ensuring our front-line agents are kept consistently informed by creating briefing material for our internal knowledge base, including news updates and information on any new products or process changes- Monitoring and responding to review sites including Trust Pilot, Google Play and App Store to maintain a positive impression of Trainline- Building and maintaining strong working relationships with key industry partners such as TOC’s, Transport Focus and London Travel Watch
