Executive support officer Work, Jobs in Salisbury, Wil (with Salaries)

Executive Contact Officer
South Western Railway —Southampton
- £35,944 a year
5d
Executive Assistant - CFO
Arqiva —Winchester
- Up to £56,000 a year
- Full-time
- Hybrid work
- Mentoring
- Organisational skills
- SharePoint
- Employee discount
Customer and Engagement Officer - 34559
Environment Agency —Blandford Forum
- From £34,320 a year
- Part-time
- Hybrid work
- Customer service
- Presentation skills
- Travel
- Flexible schedule
11h
Customer Engagement Lead
Maritime and Coastguard Agency —Southampton
- £44,241 a year
- Full-time
- Hybrid work
- Customer service
- Presentation skills
- Travel
- Annual leave
- Employee assistance programme
8d
Operations Officer
Skyborne Aviation Ltd —Bournemouth
- £30,000 a year
- 12 hour shift
- Administrative experience
- Communication skills
- School
- Free parking
- Annual leave
6d
Operations Officer - Zero Hours
Skyborne Aviation Ltd —Bournemouth
- £14.50 an hour
- 12 hour shift
- Administrative experience
- Communication skills
- School
- Free parking
- Employee assistance programme
7d
Regional Housing Officer - 6 Months Temporary
Advance Housing and Support Ltd —Bournemouth
- Up to £35,047.12 a year
- Temporary
- Remote
- Communication skills
- Annual leave
- Employee assistance programme
Head of Income Generation and Communications
OpenSight —Eastleigh
- Up to £47,000 a year
- Part-time
- Hybrid work
- Microsoft Office
- No degree
- Travel
- Free parking
- Flexitime
Quick apply
14d
Animal Technician
UK Health Security Agency —Salisbury
- £28,547 - £33,196 a year
- Part-time
- Computer literacy
- Laboratory experience
- English
6d
Project Support Officer (fixed term appointment 18 months)
Maritime and Coastguard Agency —Southampton
- £30,485 a year
- Part-time
- Hybrid work
- Administrative experience
- Presentation skills
- Travel
- Annual leave
- Employee assistance programme
9d
Chief Nursing Officer
Salisbury NHS Foundation Trust —Salisbury
- Full-time
- Annual leave
- Employee discount
12d
Business Development Manager - Children's Residential
SGS Care Ltd —Salisbury
- £55,000 - £60,000 a year
- Full-time
- Hybrid work
- Business development
Quick apply
2d
Local Authority Clerk to Governors/Trustees
Hampshire County Council —Ham
- £27,780 - £30,564 a year
- Call to connect
- Remote
- Microsoft Access
- Microsoft Office
- Administrative experience
- Annual leave
- Employee assistance programme
Director - Organisational Strategy and Digital
Wiltshire Council —Trowbridge
- Full-time
Research Scientist
UK Health Security Agency —Porton
- £33,422 - £40,731 a year
- Part-time
- Data analysis skills
- Presentation skills
- No degree
8d
Chief Finance Officer (S.151 Officer)
Wiltshire Council —Trowbridge
- Full-time
Senior Technician
UK Health Security Agency —Salisbury
- £33,422 - £40,731 a year
- Part-time
- Computer literacy
- English
- Microsoft Office
5d
Scientist / Technician Phage
UK Health Security Agency —Porton
- £28,547 - £33,196 a year
- Part-time
- Laboratory experience
- Presentation skills
- No degree
13d
Account Executive
Knight Square Insurance —Sway
- Full-time
- Hybrid work
- Microsoft Excel
- Microsoft Office
- Administrative experience
- Free parking
Quick apply
Chief Finance & Operations Officer
Initio Learning Trust —Broadstone
- £100,000 - £115,000 a year
- Full-time
- School

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Executive Contact Officer

South Western Railway -
Southampton

Apply Now

Job details

£35,944 a year
5 days ago

Full job description

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

Join our team and help us continue to bring people together to get the most out of life.

About the job

A CO4 Executive Contact Officer is based in our Southampton Customer Contact Centre with their role to support the direct delivery of services to customers and our internal and external stakeholders. The role plays a key part in ensuring that our customers receive a consistent high level of service when they escalate their complaints and is vital in ensuring we deliver against our commitment of addressing and resolving customer complaints within 20 working days. They also play a pivotal role is ensuring our time critical 24hr turnaround in addressing & resolving correspondence for our internal & external stakeholders.

The role works alongside front line staff to demonstrate an effective rigorous escalation process and will provide the first line of support when our customers feel their complaints haven't been dealt with as they wish and want to escalate their concerns. Crucial to this role is the ability to remain professional and strictly confidential at all times.

Your main responsibilities will be:

Ombudsman – Referrals/Initial Responses/Responding to further enquiries & requests/Checking 40+ day cases in TOCRM Queues/Periodic Reviews with Rail Ombudsman Senior Manager
Travel Watchdog – Case Reviews/Initial Response/Liaising with other SWR Functions
MD Correspondence - Draft's, Reply Directs & case investigations.
Director & Regional/Duty Managers - Draft's & Reply Directs due to the large number of last-minute requests management receive from various departments, the team will be required to complete drafts & reply directly on behalf of. This will also include refund and compensation processing.
Stakeholders - Internal & External support, case reviews/support/MP Information Data Gathering re constituent Customer Contact.
First Group - Drafts & Reply Directs
Case Resumes for Senior Exec/Directors/Heads Off
Information Managers – Support re social media
Meet the Manager - Historical & Current case reviews.
Passenger Welfare - Calling customers trapped in lifts/incidents at stations & on train/stranded passengers on trains during disruption.
ORR – Providing Information on SWR Practices & Policies including Retail.
Data Gathering for End of Period Reporting
Prosecutions - Providing Customer Information e.g., from Webtis/Revenue Protection Staff Complaints/Support on letter writing & Customer Contact.
Written & Telephony Escalations from CSA's & Team Leaders after the normal customer relation process has been followed and customer wishes correspondence to be escalated.
Templates for CSA's & Team Leaders to use as Standard Responses
Templates Reviews & Updating
Customer Contact Visits which means the removal from normal duties i.e., DfT/Graduates/Stakeholders
Escalation Email Inbox – Working on bespoke drafts for MD/Director/CX level
Daily Summary of Events re Disruption to aid CSA's/Team Leader Support including PTAN downloading.
Advice/Support to CSA/Team Leader colleagues
Passenger Assistance - Failed Assistance & General Passenger Assistance Complaints
Safety Reporting/Safety Cases/Safety Accidents/Safety Incidents/Vegetation
Right to be Forgotten
Subject Access Requests
CCTV Requests
County Court Judgements
Claims under £1500 excluding Personal Injury

You'll need to be:

Confident telephone manner and excellent communication and customer service skills
Highly motivated with the initiative to work to a high standard in a small close-knit team.
Excellent written communication skills
Proven IT skills using MS Office including Excel to produce reports.
A willingness to learn new technologies.
Ability to work accurately meeting tight deadlines.
Interpersonal skills
Excellent organization skills
Ability to handle sensitive information with a high level of confidentiality and discretion.
Flexibility, interested in learning, able to grow into the role if/when it becomes more challenging.
Ability to work well under pressure.
Previous experience of working in customer service and complaints handling

About the location

Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and provides an excellent link between London, Coastal areas and the Isle of Wight.

Working pattern

You will work an average of 37 hours per week over 5 days.

Monday to Friday between 08:00-20:00 on a 4 week rotational roster.

Example of shifts are: 08:00-16:00, 10:00-18:00, 12:00-20:00

The Reward

In return we offer a competitive salary and a variety of valuable benefits, including:

Free duty and leisure travel on SWR services for employees
Free leisure travel for spouse/partner and dependants (criteria dependent)
75% discount on many other train operating companies
Full training and support with development
Excellent pension scheme

We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/

Apply Now

Refine Your Search

executive support officer jobs in salisbury, wil

Executive Contact Officer

Executive Assistant - CFO

Customer and Engagement Officer - 34559

Customer Engagement Lead

Operations Officer

Operations Officer - Zero Hours

Regional Housing Officer - 6 Months Temporary

Head of Income Generation and Communications

Animal Technician

Project Support Officer (fixed term appointment 18 months)

Chief Nursing Officer

Business Development Manager - Children's Residential

Local Authority Clerk to Governors/Trustees

Director - Organisational Strategy and Digital

Research Scientist

Chief Finance Officer (S.151 Officer)

Senior Technician

Scientist / Technician Phage

Account Executive

Chief Finance & Operations Officer

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