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:
Support the delivery of excellent customer service, and of the franchise requirements put in place by the ORR and SRA. This includes the commitments contained within the Passenger’s Charter, National Rail Conditions of Carriage, Customer Comments and Complaints Procedure, Disabled People’s Protection Policy and the Franchise Agreements.
Resolve complaints, making decisions according to customer’s individual circumstances and needs, ensuring empathy and concern are demonstrated.
Provide clear, concise and accurate information, identifying opportunities to full fill or exceed customer expectations.
Investigate customer comments fully - look for immediate resolutions and identify areas for future business improvement.
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 e.g. fare manuals, timetables, Versatile Video and staffware.
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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Skills Required
- Strong communication and interpersonal skills with a genuine desire to help people.
- Experience in a customer-facing role.
- Experience working in a contact centre or customer service environment.
- Comfortable using a range of digital platforms and communication tools.
- Ability to manage and prioritise workload effectively while maintaining high service standards.
- Calm, professional manner when dealing with sensitive or challenging situations.
- Familiarity or willingness to learn relevant retail publications and computer systems (e.g., fare manuals, timetables, Versatile Video, Staffware).
What We Do
Arriva is a leading passenger transport operator in Europe, delivering approximately 1.5 billion passenger journeys annually. The company operates across 11 European countries, providing a diverse range of services including local buses, inter-urban commuter coaches, and regional and national train services. Arriva is dedicated to connecting people safely, reliably, and sustainably through its extensive public transport network.
