Customer Experience Analyst (Entry Level), Hull
Permanent / 37 hours per week / Monday – Friday
£27,000 per annum, plus benefits package, including free and discounted rail travel (British and International), company defined contribution pension scheme, 25 days' annual leave plus bank holidays. Also, non-contractual health cashback scheme, discounted shopping offer and 50% gym paid membership fees.
Hull Trains is proud to be one of the UK's leading open-access rail operators, running seven daily services between Beverley, Hull and London King's Cross, with key local community stops at Cottingham, Brough, Howden, Selby, Doncaster, Retford and Grantham.
We're celebrating 25 years of quality service and not only that; we've also become a vital part of the Humber region as a transport provider, as well as a company that's deeply rooted in the communities we serve.
At Hull Trains, it's our people who set us apart. We're a local company made up of colleagues from nationwide delivering exceptional service every day. Many of our team have already progressed through the business to achieve senior roles and this is testament to the supportive, rewarding environment that we've created.
We are proud to champion equality, diversity and inclusion. Our workforce reflects this with 47% female colleagues across the entire organisation.
We're honoured to have the highest percentage of female drivers in the UK, and our ongoing efforts have been recognised with prestigious industry awards such as:
Furthermore, we are proud to have an overall employee engagement score of 85% in our most recent survey which closed in May 2026, far exceeding the industry average of 71% and a reflection of the positive culture we have at Hull Trains.
With record-breaking passenger numbers, a cutting-edge, eco-friendly fleet and services which now exceed pre-pandemic levels, we're a company going from strength to strength and we're only just getting started.
Whether it's onboard or behind the scenes, every member of our team plays a vital role in driving our success and shaping the future of rail travel in our region. We're growing, we're thriving and we're looking for passionate people to come with us. If you're ready to be part of a progressive, award-winning team, then it's time to join Hull Trains.
Apply today to start the best journey you'll ever take…
We are recruiting for a Customer Experience Analyst (Entry Level).
About the role
This is an excellent entry-level opportunity, ideal for graduates or anyone looking to begin a career in customer insight and engagement. The role works for our Head of the Customer and Stakeholder Engagement and focuses on understanding and resolving more complex customer queries, while contributing to service improvement and wider business insights.
Rather than acting as the first point of contact, you will work at an escalation level - handling more detailed and sensitive enquiries that require careful investigation, clear communication, and thoughtful problem-solving. You will work closely with the Contact Centre to ensure customer issues are fully resolved and that learning is fed back into the wider business.
A key part of the role involves gathering and interpreting customer feedback and data, helping to identify trends, improve service quality, and support decision-making. You will also assist with collating information for internal reporting and external regulatory requirements, providing valuable exposure to how customer insight informs business performance and strategy.
In addition, you may provide occasional support to other teams during peak periods, offering a broad and varied introduction to our company.
About you
This role is ideal for someone at the start of their career who is eager to learn, develop, and make a positive impact.
You will bring:
Most importantly, you will have a genuine interest in understanding customers and improving their experience. You will be someone who takes pride in their work, shows initiative, and is keen to build a career in customer insight, engagement, or business operations.
Previous customer service experience is not essential, as full training and support will be provided. What matters most is your attitude, communication ability, and willingness to learn.
Our commitment
We are committed to creating an inclusive and supportive working environment where everyone can thrive. We actively encourage applications from people of all backgrounds and aim to build a workforce that reflects the communities we serve. By bringing together diverse perspectives, we can better understand our customers and deliver more innovative and effective solutions.
