Ross Fullerton Email and Phone Number

Offering real-time information promptly via social media. Providing advice to customers requiring any of our services such as train running information, onboard services, reservations, assistance with navigating our website and referrals to various back-office teams. Working to appropriate deadlines to ensure the service level agreement is achieved, along with ensuring quality. Responses in line with company policy requirements and adherence to the expectations laid out within the house rules pages on our social media channels. Taking calls to cover the passenger assistance ordering service during any handovers which are patched through from the dedicated call centre. Sending batch emails to colleagues and customers across the railway network to let them know of any disruption and to provide updates concerning ongoing disruption. Updating parts of the website where appropriate if disruption is expected to be sustained long-term. Taking calls from station teams regarding any specific customer or service queries and issues and trying to solve any problems which have arisen. Information offered is usually in relation to cancellations, delays, overcrowding, alternative arrangements, and availability of onboard facilities. Inbound queries can be completely arbitrary and every day presents a new learning opportunity. Working with other rail operators and third party companies to arrange ticket acceptance, order road transport, along with any other arrangements as prescribed by our Passenger Information During Disruption (PIDD) policy. Maintaining an accurate, relevant, and timely handover/checklist to the next person at any of the three desks which we are responsible for (social media, information control and customer support).

Resolving complex cases concerning customer complaints, enquires and reported faults. Correspondence received by phone, emails, letters and live chat. Working to high standards ensuring quality and output is consistent with the excellent standards expected by both the Customer Resolutions Centre and the Managing Director's Office. Handling more serious cases, such as those concerning equality concerns, frontline colleagues and safety related reports. Trusted to handle contacts who may be considered to be influential in public spheres and working with our Executive team, First Group partners and the press desk in order to manage any possible reputational risks. Polite, positive and aiming for fresh, high-level responses, in line with our quality control protocols.

(TUPE from VT to AWC) Handling all customer queries, concerns and feedback by email, letter, telephone and live chat. Achieving goals and being mindful of quality standards. Aiming to exceed customer expectations, maintaining a fair and consistent balance to policies (versed in the National Rail Conditions of Travel), regulations (GDPR) and legislative mattress (such as Consumer Rights). Dealing with high volumes, along with more complex escalated matters and resolving cases in full by addressing all points with reasonable care and skill. A good knowledge of the railway network, working well with my internal and 3rd party contacts for matters outside of AWC. Proficient in using common computer applications and rail specific applications and information systems.

Processing customer claims and some complaint handling. Efficiently processing a high volume of cases to meet excellent standards. Freehanded responses to enhance quality when appropriate. Serving as the first point of contact for onboard and station colleagues, along with other train operators and retailers for internal enquires to try to resolve any issues immediately. This experience prepared me well for the future in my chosen career, and equipped me to overcome numerous challenges along the way.

Processing outsourced data for various health and banking companies within their applications.Typing at speeds often exceeding 60 words per minute with excellent accuracy to meet deadlines and output targets.Effectively learning various systems by creating my own notes. After mastering tasks, I share my knowledge with new colleagues to facilitate their training.

Weekend and holiday shift patterns to help me get through my last year of university. A versatile worker, responsible for providing breakfast, à la carte, and silver service for various social functions. I also handled full bar duties, some food preparation, and cleaning tasks. I was prepared to do any tasks required by the hotel management. I adeptly fulfilled residents' requests and aimed to impress, within reasonable and achievable limits. This job often overlapped with my first office role, necessitating long working weeks, including shifts from 06:00 to 03:00 during festive periods.