Fleet Performance Clerk

Applications are invited to join our Customer and Stakeholder Experience Department, where the successful candidate will be based in our Control Centre at Sandhills. This is an exciting opportunity for the right candidate to help deliver exceptional customer service to our passengers via our social media channels, including Facebook, Twitter and WhatsApp. The successful candidate will also support colleagues internally by undertaking a number of administrative tasks related to our fleet of trains.

The successful candidate will be a key ‘digital face’ of our business with responsibility for delivering a high quality customer service via our social media channels, phone and email particularly for customers requiring real-time journey advice. Quick, helpful information is at the heart of this role.

Using social media to support our marketing campaigns and key business messages, the successful candidate will be comfortable engaging with customers in a digital environment, will be required to proactively interpret operational situations and translate them into customer-friendly messages during service disruption, special events, and adverse weather. Also provide leave cover in our Customer Relations team, responding to comments and complaints from customers who have already travelled in a creative, customer focused manner.

The successful candidate will also undertake a number of important administrative tasks to monitor and record fleet incidents in real time and communicate these to the Merseyrail Engineering Team. Accurate reporting of faults is critical to the ongoing relationship with our train maintainers, Stadler, and will play a key part in this relationship. Assistance in other administrative tasks related to the management of the maintenance contract and reliability of the fleet. This part of the role will grow as we get ready to launch our innovative new fleet of trains from 2020.

We are looking for candidates who are passionate about delivering great service, with good attention to detail and time management skills. Experience of delivering both customer service and administrative tasks in a timely and accurate manner to tight timescales with and without direct supervision. Experience of working in a dynamic, fast paced customer service environment is essential as is experience of using social media in a professional setting.

Operational railway experience is an advantage, though not essential. Must be educated to at least GCSE level or equivalent.

The role works to an operational roster covering the hours 06.00-23.30 Monday to Saturday and 10.00-1800 on Sundays.

Please be advised that this is a temporary role until July 2020 with a strong possibility of becoming permanent.

For further information about this post, please contact Jan McDonald, Customer Relations Manager on 0151 955 2001 or jmcdonald@merseyrail.org.