Customer Relations Advisor

About us

We are champions of rail, inspired to build a greener, more sustainable https://www.thetrainline.com/terms/sustainability-faqs future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels. 

Great journeys start with Trainline 🚄 

Now Europe’s number 1 downloaded rail app, with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be. 

Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey. 

INTRODUCING CUSTOMER SERVICE & OPERATIONS AT TRAINLINE👋

As a Customer Relations Advisor, you’ll play a key role in protecting the Trainline brand by handling complex and sensitive customer cases.

You’ll take ownership of escalations from investigation through to resolution, working across multiple channels to resolve issues, rebuild trust, and deliver exceptional service.

This is a role where your judgement, communication skills, and ability to navigate complexity will make a real difference - not just for customers, but across the wider business.

IN THIS ROLE AS A CUSTOMER RELATIONS ADVISOR AT TRAINLINE, YOU WILL...🚅

• Owning complex customer escalations, including cases from senior stakeholders, press, legal teams, and the Executive Office

• Handling dispute cases such as Rail Ombudsman appeals and County Court claims, drafting clear and well-supported responses

• Managing customer data rights requests (GDPR), including access, deletion, and correction, ensuring accuracy and compliance

• Collaborating with external partners (rail and insurance) to support shared customers

• Identifying trends and pain points from customer feedback, and sharing insights with Product and Customer Service teams

• Leading customer communications during disruption, including targeted outbound messaging

• Supporting internal teams with clear briefings on product, process and service updates

WE'D LOVE TO HEAR FROM YOU IF YOU HAVE...🔍

• Confidence handling complex or challenging situations with composure

• Strong judgement and the ability to reach fair, balanced outcomes

• Excellent written and verbal communication skills, with adaptable tone

• High attention to detail, especially when working with sensitive data

• A proactive mindset, with the ability to spot patterns and suggest improvements

• A passion for delivering great customer experiences

• Comfortable managing a varied workload, including administrative tasks

WORKING HOURS

You’ll work 37.5 hours per week on a rotating shift pattern:

• Monday to Friday: 8am – 6pm

• Saturday: 9am – 5pm (1 in every 3 weeks)

Designed to balance customer support with your work-life balance.

HYBRID WORKING

We follow a hybrid model, with around 60% office-based working (averaged over a quarter).

You’ll start fully office-based during training to build confidence and connections, before moving into a flexible hybrid pattern.

More information:

Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits. 

We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one! 

We're operate a hybrid model to work and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy.

Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do: 

• 💭 Think Big - We're building the future of rail 

• ✔️ Own It - We focus on every customer, partner and journey 

• 🤝  Travel Together - We're one team 

• ♻️ Do Good - We make a positive impact 

We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.

Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn https://www.linkedin.com/company/trainline/, Instagram https://www.instagram.com/lifeattrainline/ and Glassdoor https://www.glassdoor.co.uk/Overview/Working-at-Trainline-EI_IE249203.11,20.htm!