IRC2118728 - Executive Contact Officer - Full Time

Full Time | Milton Keynes, ENGLAND | 4 months | Deadline: 21 Aug 2018
This position has expired. Do not apply!

Job Summary

Full Time
Milton Keynes
Network Rail

£27,649 Average salary of similar jobs | Check Salary...

Job Description

Key Responsibilities

·        Take ownership of the most complex, sensitive public complaints and enquiries ensuring they are resolved in a timely manner.

·        To actively represent the customer throughout the organisation ensuring continuous improvement by highlighting any unusual events or trends and feeding back information to other members of the team and to the management team.

·        Maintain electronic and written databases of letters and forms received, information given, services requested and complaints made, to ensure accuracy of information and efficiency when dealing with customers.

·        To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the Manager for service improvements.

·        Writing clear, persuasive letters, proofreading copy to check for spelling and grammar

·        Prepare analysis of complaints received and provide information in order that remedial action is taken

·        Maintain an audit trail of complaints

·        Work closely with route communications teams in order to resolve issues within agreed timescales

Job Skills, Experience and Qualifications


·        Impeccable telephone manner and excellent writing skills

·        Fast working, resilient and calm under pressure

·        Strong influencing skills at all levels


·        Experience of working in a customer services/complaint handling environment

·        Knowledge of the railway industry

Please note interviews will be taking place on the 29th & 30th August 2018.

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