Customer Relations Advisor (3104)
- Salary:£31,000 - £33,000
- Location:Monument Place
- Contract Type:Permanent
- Closing Date:22 August 2025
We currently looking to recruit a Customer Relations Advisor based at Monument Place , Monument, London
Job purpose
As the Customer Relations advisor 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.
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
Full job description attached
Benefits

Pension

Staff Travel

Childcare Vouchers

Extra Holidays

Discount Scheme

Long Service Awards

Employee Assistance Programme

The Transport Benevolent Fund

In-House Occupational Health Department

Cycle to Work Scheme
Testimonials
What our staff say
“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”
Hannah Richards
Fleet Infrastructure Administrator
“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”
Zoey Hudson
Head of Talent, Diversity and Inclusion
“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first-hand how tough it can be to find work once you’re out of it.”
Jack Gow
Mobile Station Manager
“I love the freedom that comes with being a train driver. Obviously, there are rules and regulations to follow as well as duties and commitments to carry out, but in a way, you’re sort of your own boss, which is nice.”
Ashley John
Train Driver
“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”
Bob Bryce
Passenger Host Team Leader
“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”
Tonderai Matizha-Johnson
Area Operations Manager
“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”
Harriet Dee
Team Administrator
“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”
Maggie Luckhurst
Platform / Train Dispatch
“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”
Nathaniel Owen
Station Manager