-First point of contact for customers who wish to purchase tickets with LNER and handling customer interactions for all specialist work streams : Group Travel, Platinum, Contracts, LNER4A AND LNER4B via correspondence and telephony- Generating and converting Group Travel quotes.- Processing payments from customers following strict GDPR and DPA guidelines.- Passionate to achieve and exceed all set key performance indicators (KPIs) including meeting individual and team revenue targets for the Specialist and Group Team to support the business goals- Maintaining an up to date and accurate admin record of customer interactions and sales- Liaising with key internal business functions and stakeholders where complex issues require and offer assistance to bring about a positive customer resolution.

- First point of contact for customers who wish to purchase tickets with LNER via phone or email.- Processing payments from customers following strict GDPR and DPA guidelines.- Dealing effectively with customer requests, answering queries in a timely manner and taking ownership for processing each enquiry through to resolution.- Supporting the Ideal Customer Experience at London North Eastern Railway by puting heart into every interaction/contact with the customer throughout their journey.- Pro-actively informing customers of London North Eastern Railway products and services that could benefit them, including self-service channels.- Maintaining an up to date knowledge of industry products, company policy and process and apply this appropriately to ensure a compliant and consistent service- Maintaining and updating systems and records with accuracy and attention to detail. Also completing clerical and administrative duties as required.- Handling a range of different situations and reacting accordingly with a heartfelt manner to diffuse potential confrontation in a positive and calm manner.- Following strict customer orientated SLA's to increase conversion and customer satisfaction- Liaising with key internal business functions and stakeholders where complex issues require and offer assistance to bring about a positive customer resolution.- Taking a proactive approach in delivering departmental KPI’s and personal objectives and taking ownership of personal development with regular line management support.- Contributing to a positive team working environment, building and nurturing relationshipswith colleagues across the contact centre and in other key departments.

Processing passengers and baggageHelping and advising passengersChecking in and boarding flightsVisa and security checks

Cash handlingHelping and advising customersHelping with receiving of goodsProcessing deliveries

Serving food and drink to customersCash handlingCleaning and stock control