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Location: Birmingham
Hours: 37 hours per week, including weekends (covering office hours 08:00–20:00, 7 days a week)
At CrossCountry, we’re committed to delivering a seamless and positive experience for every customer travelling across our extensive network. When things don’t go to plan, that’s where our Customer Relations team steps in—resolving issues quickly, effectively, and with a customer-first mindset.
We are looking for proactive and customer-focused Customer Relations Consultants to join our established team.
What You’ll Be Doing
1. Handling customer queries, complaints, and feedback across multiple contact channels including telephone, email, letter, live chat, and WhatsApp.
2. Using your communication skills and attention to detail to investigate and resolve cases in line with industry regulations and internal policies.
3. Providing excellent customer service with a focus on empathy, ownership, and timely resolution.
4. Supporting sales through inbound service and product enquiries—helping customers find the right ticketing options, upgrades, and offers.
5. Maintaining accurate records and managing cases using our CRM and industry systems.
6. Working within our customer contact framework to ensure consistency and professionalism in every interaction.
What We’re Looking For
1. Strong communication and interpersonal skills with a genuine desire to help people.
2. Experience in a customer-facing role, ideally within a contact centre or customer service environment.
3. Comfortable working across a range of digital platforms and communication tools, including live chat and messaging services like WhatsApp.
4. Ability to manage and prioritise workload effectively while maintaining high service standards.
5. A calm, professional manner when dealing with sensitive or challenging situations.
Why join CrossCountry?
You’ll be joining a passionate and supportive team, playing a vital role in how we engage with our customers. In return, we offer:
* Competitive salary - £35,255.00
* A comprehensive training programme and ongoing support.
* Opportunities to develop your skills in a fast-paced and varied environment.
* Access to rail travel benefits and other employee perks.
To apply, please submit your CV by the close date of Wednesday 07th May 2025. Please note, we may close this advert early if enough applications are received.
We acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.
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