We are recruiting Customer Service Advisors to support a busy customer contact operation handling enquiries relating to travel cards, ticketing, refunds, complaints and general customer support. As the first point of contact for customers, you will deliver exceptional service across multiple channels, helping customers resolve queries efficiently while providing accurate information and guidance. This is primarily a home-based role; however, advisors must be able to travel to Coventry if additional training, coaching or support is required.
Key Responsibilities
Handling inbound customer enquiries via telephone.
Managing written correspondence, including emails and online enquiries.
Investigating customer queries and complaints.
Processing refund requests and resolving fare-related enquiries.
Maintaining accurate customer records.
Providing clear and accurate information to customers.
Following business processes, procedures and service standards.
Supporting both telephony and correspondence workstreams as required.
Successful candidates will demonstrate:
Excellent verbal communication skills.
Strong written communication and letter-writing abilities.
Good reading and comprehension skills.
Strong attention to detail.
Confidence using computer systems and multiple applications.
Ability to follow processes and business rules accurately.
Problem-solving capability and sound judgement.
Professional, positive and customer-focused approach.
Ability to remain calm under pressure.
Empathy, resilience and a team-oriented attitude.
Essential Requirements
Previous customer service experience.
Ability to work across both telephone and correspondence-based activities.
Basic mathematical skills, particularly when working with calculations and customer refunds.
Flexibility to work rotating shifts, including weekends.
Ability to commit fully to the training programme.
Candidates must successfully complete and pass a basic mathematical assessment before submission.
Training Programme
Training will run for 2 weeks, Monday to Friday:
09:00 to 17:00
Comprehensive induction and systems training
Product and process knowledge
Query handling and customer service training
Supervised live customer interactions
Once training is completed, advisors will move directly into the live environment with additional support available during their first week.
Guidant, Carbon60, Lorien & SRG - The Vertage Group Portfolio are acting as an Employment Business in relation to this vacancy
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