Customer Relations Consultant

Customer Relations Consultant

Location: Birmingham

Closing date for applications: 27th July 2026

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:

• Resolve complaints, making decisions according to customer’s individual circumstances and needs, ensuring empathy and concern are demonstrated and strive for First Time Resolution on all cases
• Provide clear, concise and accurate information, identifying opportunities to fulfil or exceed customer expectations
• Investigate customer comments fully - look for immediate resolutions and identify areas for future business improvement.
• Support the delivery of excellent customer service, and of the franchise requirements. This includes the commitments contained within the Passenger’s Charter, National Rail Conditions of Travel, Complaints Handling Procedure, Accessible Travel Policy and other Franchise Agreements.
• Demonstrate an ability to remain calm and empathic when dealing with challenging situations.
• Manage individual workload, employing excellent time management skills to minimise call waiting times.
• Maximise office productivity by offering support to standard correspondence processing
• Gain knowledge of all relevant retail publications and computer systems
• Book Passenger Assistance for customers who need extra help whilst travelling
• Offer advice on tickets and routes and explain what facilities are available at stations
• Process Delay Repay claims interrogating historical train running information, operational logs and ticketing systems. Identify possible fraudulent claims and being an expert on ticket types, routes and restrictions
• Handle Lost Property queries and assist customers to become reunited with their items

What we’re looking for:

• Strong communication and interpersonal skills with a genuine desire to help people.
• Experience in a customer-facing role, ideally within a contact centre or customer service environment.
• Comfortable working across a range of digital platforms and communication tools.
• Ability to manage and prioritise workload effectively while maintaining high service standards.
• 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- £36,489

• 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.

If this opportunity sounds like you, then apply now!

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