Start date for this role is the 6th July Interviews are provisionally booked for the 11th/12th May.
Salary increases to £26,315 upon completion of training.
Why LNER?
We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.
Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.
Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.
Are you on board?
So, what exactly does a Customer Solutions Representative do?
As a Customer Solutions Representative at LNER, you'll be right at the centre of the action — a reassuring, supportive contact for customers travelling across our network and the voice that helps keep their journeys on track and solving their problems. No two days are the same, and if you thrive in a role where you can make a real difference, this is where you'll feel at home.
You'll start with a thorough, high‑quality training programme that gives you everything you need to succeed. You'll learn the ins and outs of railway rules, systems, and processes, building a strong foundation that not only supports you in the role but also opens the door to future development across the wider business. We're passionate about helping our people grow, and as you become more confident, you'll have opportunities to expand your skills and support different areas within the Customer Solutions Centre.
In your day‑to‑day role, you'll become a multi‑skilled expert across three key areas: telephone support, written correspondence, and webchat. You'll help customers plan journeys, navigate challenges, and feel supported — whether they're booking travel, seeking reassurance, or dealing with unexpected disruption. You'll be part of a committed, friendly team who work closely together and support one another, especially during busy periods when it's all hands on deck.
This is a fast‑paced, rewarding role where your communication skills, adaptability, and problem‑solving abilities really shine. If you're someone who enjoys variety, loves helping people, and wants to be part of a team that genuinely cares, you'll fit right in.
So, what does it take to be one of the first points of contact for our customers?
To make it as a Customer Solutions Representative you'll need to:
* Have a genuine passion for customer service and be experienced in striving to provide customers with a personalised and memorable service.
* Have excellent written and verbal communication skills with the ability to adapt your style to match that of the customer
* Be a people person, as a Customer Solutions Representative your day will involve constant interaction with our wonderful customers, the team around you and potentially colleagues from across other areas of the business.
* Be adaptable with the ability to learn, we provide training for our Customer Solutions Representatives so they can be multi skilled and provide support to different teams within the Customer Solutions Centre when required.
* Be computer literate and have experience of using a variety of systems along with Microsoft Office.
* Have strong problem solving skills as wherever possible we aim to provide first contact resolution for our customers.
* Finally, you'll need to be flexible - our Customer Solutions Representatives work a variety of shifts between 08.00 – 22.00 including weekends so you'll need to be able to commit to working within these hours.
What you'll get:
* Free travel on LNER + 75% off other companies' tickets (for you & dependents)
* Heavily discounted Metro season pass
* Discounted international train tickets (after one year's service)
* 50% discount on LNER tickets for friends & family
* Generous pension scheme
* Annual cycle to work schemes
* Discount, savings and cashback scheme from top retailers
* Health & wellbeing schemes and discounts
* Host of training opportunities to help further your career
* Rewards & awards to recognise when you shine
Disclosure and Barring Service (DBS) Check
If you are successful in your application and are new to the business, we will undertake a basic DBS check as part of our pre-employment checks. This only happens once we have conditionally offered you the job. Here we check for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there is evidence of an unspent conviction or conditional caution, the details of these are reviewed internally by a cross functional panel on a case by case basis before a final offer of employment is issued. This however may result in any offer being withdrawn. Further information on how we collect and use this data is available on our privacy notice.
Medical screening
We're a safety conscious business so for all roles you'll need to pass a medical screening and a drugs and alcohol test before we send you an unconditional job offer. For our safety critical roles, you'll also need to have a safety critical medical. Our friendly, in-house Health and Wellbeing team will book a time and place to suit you. The sooner, the better, so please be flexible with your availability. Once your medical gets the thumbs up, we'll finalise any last details and look forward to you joining our team.
What we believe:
To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.
We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!
Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.
Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.
Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.
What next?
As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!
Start your journey here
#J-18808-Ljbffr