Are you an organised and articulate professional with a passion for delivering excellent customer service? Govia Thameslink Railway (GTR) is looking for a skilled Customer Relations Advisor to join its dedicated team at Monument Place, Monument, London, with the benefit of hybrid working.
This exciting role is ideal for candidates with excellent planning and organisational skills who can prioritise tasks effectively in a busy environment. Strong verbal and written communication skills are essential, with an excellent standard of written English (GCSE grade A or B in English required, and ideally educated to A Level). A broad understanding of the rail industry is essential, along with previous experience in a similar customer relations role.
About Govia Thameslink Railway (GTR)
Govia Thameslink Railway (GTR) is a partnership between two world-class transport operators – the Go-Ahead Group and Keolis. GTR is the UK’s largest train operating company, delivering the country’s largest-ever rail transformation project.
Everything GTR does as a railway is about connecting people and providing pathways that improve lives. As a business, GTR has the power to make a significant impact in transforming lives and communities. GTR aims to put customers at the heart of everything it does and requires the best talent to make this vision a reality. Its people are vital to the success of GTR, with everyone playing an important role in delivering the best possible service to passengers.
Position: Customer Relations Advisor
Salary: £31,000 – £33,000 a year
Job Type: Full Time
Location: London (Hybrid)
About the Role
We’re currently looking to recruit a Customer Relations Advisor based at Monument Place, Monument, London
Job purpose
Are you a problem solver, can you prioritise multiple tasks and meet tight deadlines and KPIs? A great opportunity has arisen to work for the biggest train operator in the country, and as one of our customer relations advisors you will deliver timely and high-quality responses on behalf of the Executive Team. As part of a small team, the post holder will be responsible primarily for complaints and enquiries on a number of topics and contacts categorised as high value/high impact. All contact handling must be prioritised and dealt with in accordance with committed obligations. To achieve this, the job holder will work closely with the Customer Relations Operations Manager and Head of Customer Relations. The holder will liaise with internal and external colleagues and ensure that any information used in responses is current, up to date and includes positive messages.
Requirements
If you have the following skills and knowledge, we would love to hear from you:-
Knowledge
- Good GCSE’s (inc. an A or B in English) and ideally educated to ‘A’ Level – a broad understanding of the rail industry essential and preferably experience of similar work
Skills
- Excellent planning and organisational skills – able to prioritise effectively
- Good communicator – verbal and written (in particular, excellent standard of written English)
- Good team working skills and able to take and follow instruction
- Ability to communicate complex information in an accessible and credible manner
- Able to work to tight deadlines in a fast paced environment
- The ability to work in a sensitive and confidential manner
- Confident with IT and Microsoft Office programmes
- Experience in the transport sector is essential
- Problem solver
What we can offer you:
- Final salary pension
- Free travel on GTR and sister groups (family included for leisure)
- 75% off travel on other train operating companies (family included)
- Benefits package
- 25 days annual leave
- Hybrid working (minimum of 2 days a week in the office)
Required Documents
- CV/Resume
- Cover Letter
Application Process
Join GTR and play a key part in ensuring a positive experience for millions of passengers every day, while developing your career with one of the UK’s largest and most dynamic rail operators. APPLY HERE
Application Deadline
July 25, 2025