Senior Customer Relations Advisor

Role overview

** Internal applications only** Are you a problem-solver with excellent customer service skills? Look no further! We are seeking a Senior Customer Resolutions Advisor to join our team at the Customer Resolutions Centre In this role, you will be responsible for managing the reputational risk and handling complex cases to uphold our service level agreements and key performance indicators. Working closely with our First Customer Contact Centre, you will be the critical support system to guide them in providing the best customer experience. Your sharp eye and attentive ears will ensure that our customers receive the correct level of support they need. Key accountabilities for this role include: Ability to adapt and balance changing priorities, which requires moving from one activity to another without prior notice. Manage and forward plan day to day activities, in consultation with the Head of Customer Resolutions Centre and fellow Senior Customer Resolutions Advisors. Ensuring continued communication and dissemination of information to First Customer Contact Centre in the form of 1:1 advice, correspondence templates and knowledge articles. Working closely with the First Customer Contact Centre to provide help and support to answer customers queries in an accurate and timely manner. To be successful in this role, you must be able to demonstrate: An understanding of the railway industry would be advantageous. Great problem-solving abilities - able to assess all options before making a decision. Ability to use IT systems, such as Microsoft Office Suite/365, Customer relationship management systems Benefits include: Final salary pension Free travel on Avanti West Coast for you/spouse/partner/dependents Privilege Travel card (75% off other train operators fares for leisure tra…