WHO ARE WE?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

• Accept incoming contacts, providing advice and fulfilling customer requirements in an impartial way. Where necessary log call details so that follow up action can be taken, and customer service issues are resolved.
• Ensure that you meet any personal performance targets that may be set and actively participate in any Team goals.
• Participate in the Team Briefing process, ensuring that you become familiar with any changes to your working environment.
• Remain familiar with the contents and how to use any relevant commercial publication and associated database reference sources.
• Become and remain conversant with the features and functionality of any business equipment and software provided for your use.
• Ensure your own personal safety and that of others at all times.

• Participate in correspondence, fulfilment, and data preparation routines.

  Subsidiary Tasks

• Ensure that any event that has or could seriously damage the customer experience is relayed to a CSC Manager.

• Ensure that any changes to ticketing arrangements, procedures or the train service that are discovered in the course of your duty is relayed to your Team Leader promptly.

  Contact With Others

• CSC Team members, CSC Managers, Head of Customer Contact, Customer Service Directorate and Board

• Colleagues within South Western Railway
• External Professional bodies

• General Public

  You’ll need:

Previous experience of working in a customer service role is required, with a telephony background being an advantage. Additional skills required:

• Good interpersonal skills.
• Good verbal and written communication skills.

• Good general education.

  About the location:
  Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and provides an excellent link between London, Coastal areas and the Isle of Wight.
  Working Pattern:
  You will be working an average of 36 hrs per week across 4 days, typically; 08:00-17:00, Monday - Thursday.
  The Reward:
  Starting salary of £23,669 pro rata per annum plus regional allowance of £519 pro rata per annum.
  As your knowledge and skills increase, you will have the opportunity to work towards to Advisor level and then Consultant level, provided you pass competency assessments & probation reviews at 3 & 6 months.
  Advisor: £25,518 pro rata per annum (after 3 months)

Consultant: £27,612 pro rata per annum (after 6 months)

• full time equivalent is based on 37 hours per week.