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.
Join our team and help us continue to improve quality of life by bringing people together to get the most out of life.
SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the Team:
The customer contact centre is a busy and interesting place to work, dealing with a vast array of customers enquiries and complaints through different methods.
About the Job:
You will focus your time corresponding with customers via our Customer Relationship Management System, handling a variety of phone calls such as, providing information on journeys, compensation, refunds, and handling complaints.
If you have a passion for providing our customers with an excellent customer experience, you have outstanding IT skills, excellent written and verbal communication skills, and a great telephone manner, then this job could be for you.
Your main responsibilities will be:
Subsidiary Tasks
Contact With Others
You'll need:
Previous experience of working in a customer service role is required, with a telephony background being an advantage. Additional skills required:
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 37 hrs per week across 5 days.
As GPR (General purpose relief) you will be working a variety of shifts to cover absence, leave and peak periods within the Contact Centre.
Monday to Saturday- 08:00- 20:00
Examples of shift include:
08:00-16:00
10:30-18:00
13:00-20:00
The Reward:
Interviews will be held week commencing 16th December.
We all belong at SWR. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
Thank you
