Interviews are scheduled to take place week commencing 7th July in our contact centre based in Newcastle.

NOTE: If successful you will be required to attend a pre- employment medical on either the 16th & 17th July with a proposed start date of 18th August. You will need to be fully available to attend all training sessions in your first 2 weeks.  

Starting salary will increased to £25,450 once your training is complete.

Why LNER?

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day. 

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER. 

Are you on board?

So, what exactly does a Customer Solutions Representative do?

We're glad you asked! 

We're looking for a team of Full Time Customer Solutions Representatives to join our team at our contact centre in Newcastle on a permanent contract.

When joining us as a Customer Solutions Representative you'll initially start on one of our training programmes which will provide you with good understanding of our systems and processes to ensure you can deliver and accurate and timely service for our customer. You'll be trained in all aspects of customer service and web support, from helping a customer book a ticket and pro-actively informing them of LNER products and services which may be of benefit to them to processing a delay repay form. To ensure a great service, we like all of our Customer Solutions Representatives to become multi skilled so over time you'll be trained up to deal with a range of queries from assistant requests and web queries to group bookings.

It can be an extremely busy role, especially during peak periods and through times of disruption so it can often be all hands-on deck however, you'll be a part of a fantastic team who will be on hand to support you.

So, what does it take to be one of the first points of contact for our customers?

To make it as a Customer Solutions Representative you'll need to:

• Have a genuine passion for customer service and be experienced in striving to provide customers with a personalised and memorable service.
• Have excellent written and verbal communication skills with the ability to adapt your style to match that of the customer
• Be a people person, as a Customer Solutions Representative your day will involve constant interaction with our wonderful customers, the team around you and potentially colleagues from across other areas of the business.
• Be adaptable with the ability to learn, we provide training for our Customer Solutions Representatives so they can be multi skilled and provide support to different teams within the Customer Solutions Centre when required.
• Be computer literate and have experience of using a variety of systems along with Microsoft Office.
• Have strong problem solving skills as wherever possible we aim to provide first contact resolution for our customers.
• Finally, you'll need to be flexible - our Customer Solutions Representatives work a variety of shifts between 06.00 – 23.00 including weekends so you'll need to be able to commit to working within these hours.

What you'll get:

• Free travel on LNER + 75% off other companies' tickets (for you & dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends & family
• Generous pension scheme
• Annual cycle to work schemes
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards & awards to recognise when you shine

Disclosure and Barring Service (DBS) Check

If you are successful in your application and are new to the business, we will undertake a basic DBS check as part of our pre-employment checks. This only happens once we have conditionally offered you the job. Here we check for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there is evidence of an unspent conviction or conditional caution, the details of these are reviewed internally by a cross functional panel on a case by case basis before a final offer of employment is issued. This however may result in any offer being withdrawn. Further information on how we collect and use this data is available on our privacy notice.

Medical screening

We're a safety conscious business so for all roles you'll need to pass a medical screening and a drugs and alcohol test before we send you an unconditional job offer. For our safety critical roles, you'll also need to have a safety critical medical. Our friendly, in-house Health and Wellbeing team will book a time and place to suit you. The sooner, the better, so please be flexible with your availability. Once your medical gets the thumbs up, we'll finalise any last details and look forward to you joining our team. 

What we believe:        

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next?        

As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay! 

Start your journey here