Video Contact Centre Agent

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:

As our customer base grows so does our customer's expectation of us. To meet this challenge and exceed customer expectations, South Western Railway  have introduced a cutting edge customer contact centre.

This unique service will be delivered 24/7 from our brand new facility in Basingstoke, where you will be surrounded by modern technology and have access to the latest network information. Building on your existing customer facing skills, you will become an expert in brand new information and video technology, allowing you to provide next generation customer service. This is an Innovative contact centre and South Western Railway are the only train company looking to the future in this way.

A business as busy as ours needs people who can be dynamic in responding to a wide range of customer enquiries so some details about us are: South Western Railway operates around 1,600 trains a day on a network encompassing routes through Hampshire, Surrey, Dorset, Wiltshire, Berkshire, Devon, Somerset, and Greater London. Over 4,500 employees help our customers make over half-a-million journeys every day to more than 200 stations on our network.

A modern railway requires a modern approach, and we are constantly looking for the brightest talent to help make the difference to our customers.

As a minimum, you will need to have:

• Strong customer service skills
• Proven experience in a call centre / contact centre environment
• Excellent verbal communication skills
• A willingness to learn new technologies
• Able to work within a team of like-minded people on a 24 hour 7 days per week roster

About the location:

Basingstoke Campus, more commonly known as the ROC, is a state-of-the-art Operating Centre and training facility located a short walk from Basingstoke station. It is a shared facility with Network Rail and is the hub for all operations across the Wessex region. The office space and technology on site are modern with the added benefit of additional facilities including a gym & canteen.

Working Pattern:

Working an average of 37 hours over 5 days. Working a 6-week roster (average of 37 hours per week + Additional Sundays)

0600-1400

0730-1530

1300-2000

1400-2200

2145-0615

The Reward:

£23,669 per annum plus £519 regional allowance per annum

Rising to: £27,612 per annum plus £519 regional allowance per annum (after 6 months, provided you have passed probation and a competency assessment)

We also offer many other great benefits:

• Excellent pension scheme
• Free rail travel
• Free on-site parking
• First class training and development, that will inspire you to achieve
• Unique career opportunities
• On-site gym
• On-site canteen 

Applicants requiring a visa must have at least 6 months remaining at the time of appointment

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/