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.
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 and building positive relationships with customers and other important stakeholders.
In addition to frontline support, you will contribute to wider customer service and quality improvement initiatives, 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.
During busy times or staff absences, you will assist the Bespoke Travel Solutions Team by managing booking enquiries and carrying out related administrative tasks.
About you
You will be a strong communicator with clear written and verbal skills, confident using IT tools such as Word and basic Excel. You can build positive relationships and work effectively with colleagues, customers and stakeholders in a professional, customer‑focused manner. We look for someone who genuinely shares our commitment to delivering outstanding support, takes ownership of issues, and ensures every customer feels listened to and respected. The ideal candidate is 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.
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.
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