About us:

Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customer’s needs and it takes a great team to do this.

What you’ll do:

An opportunity has arisen to join c2c’s busy Customer Relations team. We are looking to recruit a Customer Relations Executive who will be responsible for providing professional, appropriate and timely responses to customers’ enquiries and complaints. 

This role give a motivated individual  the opportunity to be heavily involved in all aspects of c2c’s dedicated Customer Relations team. It will enable you to enhance the experience of c2c’s customers by providing a consistent and seamless approach across all channels of communication. You will also help to fulfil business sales and group travel bookings. The role requires an articulate individual who can demonstrate strong customer service skills in both traditional methods of contact, such as written correspondence and phone calls, and through social media.

Key responsibilities

  • Respond to telephone calls, written correspondence and emails to resolve customer enquiries and complaints
  • Respond to incoming social media messages by addressing customers’ questions, complaints or feedback
  • Provide additional help and supplementary services including assisted travel bookings, lost property queries and refund processing
  • Shift-based work, 5 days out of 7,  with regular early starts or late finishes plus occasional weekend and Bank Holiday working

What is takes:

  • Experience resolving customer enquiries
  • A natural “customer first” approach. Can demonstrate a positive and helpful attitude, and have a passion and interest for customer experience
  • Ability to be flexible and work in a busy and fast-paced environment is essential
  • Prior experience of using case management systems and/or social media platforms is desirable
  • A self starter with excellent written and communication skills are essential
  • First class attention to detail especially with writing, spelling and grammar
  • Good team player and a reliable team member
  • Highly IT literate and experience using MS Office, particularly Word and Excel
  • Prior experience of using case management systems and/or social media platforms is desirable
  • Rail industry experience is not necessary, but an understanding of the rail passenger’s perspective is essential

What we offer;

  • Salary up to £27,619.00 subject to experience
  • Final salary pension scheme
  • 25 days holiday plus all bank /public holidays recognised in England
  • Free travel on c2c and discounted travel on other National Rail services
  • Access to an online benefits portal, a one-stop shop for a variety of rewards and benefits.

To apply for this post email your CV along with a cover letter to c2c.recruitment@c2crail.net

A cover letter is necessary as it gives you the chance to explain to us why you’re the best candidate for the job. You do this by highlighting relevant or transferable skills and experience; therefore you should always write your cover letter with the position you’re applying for in mind.

The closing date for this role is 27th July 2021

We welcome applications from a diverse range of candidates regardless of background, disability or gender as we strive to create workplaces that reflect the communities we serve.