Customer Service Executive, 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:
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 Service Executive.
About the role
The role plays a key part in delivering high‑quality customer service within the Customer Engagement and Stakeholder Team. You will be the point of contact for customer enquiries and issues, ensuring they are handled promptly, professionally, and to a consistently high standard. This involves working closely with our Contact Centre. You will also help build and maintain positive relationships with customers and other important stakeholders.
In addition to frontline support, you will contribute to wider customer service and quality improvement initiatives. This includes gathering customer insights, supporting service quality activities, and ensuring customer information is accurate and aligned with industry requirements. The role also provides valuable support to the Head of Customer and Stakeholder Engagement through the collation and preparation of data for regulatory and internal reporting, including submissions to the Office of Rail and Road and updates for the company Board.
At busy times, or during staff absence, you will assist the Bespoke Travel Solutions Team by managing booking enquiries and carrying out related administrative tasks.
About you
You'll be a strong communicator with clear written and verbal skills, confident using IT tools such as Word and basic Excel. Able to build positive relationships and work effectively with colleagues, customers, and stakeholders in a professional, customer‑focused manner. We take real pride in delivering exceptional customer service, so we're looking for someone who genuinely shares these values - someone who is committed to providing outstanding support, taking ownership of issues, and ensuring every customer feels listened to and respected. A collaborative team player with a proactive, enthusiastic attitude, strong attention to detail, and a willingness to learn. Customer service experience is helpful but not essential, as full training will be provided.
At Hull Trains we are committed to encouraging equality of opportunity, diversity, and inclusion at every level in our business, and ensuring an inclusive and open working environment.
The aim is for our workforce to be truly representative of all sections of society and our customers, to help us to better understand their needs and to deliver more creative and innovative solutions.
