Customer Relations Advisor
Application Deadline: 24 April 2026
Department: Customer Experience
Employment Type: Permanent - Full Time
Location: Head Office - Birmingham
Reporting To: Chelsea Spooner
Compensation: £33,968 / year
Description
Do you have experience in complaint handling or worked within customer service and drive to give the best experience and resolutions? If so, this could be the role for you!
Join our Customer Relations team and become part of one of the top-rated teams for complaint handling satisfaction in the transport sector as recognised by UKCSI. With a 91% engagement score, our team is at the heart of our success, handling customer queries with professionalism and care based in our modern, central Birmingham office making it a great place to work and grow.
As part of the wider Customer Experience Strategy Team, you'll be responsible for supporting our customers, working to resolve complaints, answer enquiries and pass along feedback and insight to drive real change within the wider business.
Key Responsibilities
- Working as part of a busy, customer-centric team to deliver outstanding customer service
- Supporting customers with complaints, enquiries and feedback taken over the phone, by email, by post and online
- Resolving customer complaints in line with West Midlands Train's complaints handling policy, passenger charter and the wider industry conditions of travel
- Decision making around complaint resolution, including authority to agree suitable compensation for customers to an agreed department limit
- Reporting to the Customer Relations Supervisors
Skills, Knowledge & Expertise
- Previous experience of working in customer service with complaint handling procedures
- Strong written and verbal communication, including email and letter writing, as well as good telephone manner
- Ability to deal with customer complaints and enquiries with limited information
- Experience in using Microsoft Office software packages is essential, experience in using CRM systems is preferred, but training will be provided to new entrants
- Ability to cover departmental shift patterns, including Saturdays, Sundays and Bank Holidays
Benefits
- A defined benefit pension from day 1 – one of the best in the UK.
- Free travel on all London Northwestern and West Midlands Railway services for you, your spouse/partner, and dependents.
- 75% off all other train operating companies for you, your spouse/partner, and dependents.
- 8 Friends and Family Day passes to gift per annum on our network.
- A 24/7 Virtual GP service for you and your household.
- Our Employee Assistance Programme (EAP)- A confidential employee benefit that supports you with personal or work-related issues affecting your home life, work life, health, or wellbeing
- Our cycle to work scheme with Evans Cycles.
- A retail discount portal- offering savings, discounts and cashback at over 800 retailers and restaurants.
