Job details

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Customer Relations Officer
Various locations
Contract type
Service proposition
Closing date

An opportunity has arisen to join the Heathrow Express Customer Relations Team as a Customer Relations Officer reporting to the Customer Relations Manager


Accountabilities will include:


Respond to customer enquiries via all channels, including social media, in a timely manner, giving clear, plain-English explanations that reflect the core values of Heathrow Express (HEx) - safe, easy, exemplary.

  • The role holder may be required to work outside their immediate role scope, if required.
  • The role holder will be required to travel to all Heathrow Express locations and have the flexibility to attend meetings and functions out of normal working hours at other locations with both internal and external customers



  • Receive, responds to and log all customer contacts via all channels.
  • Participate in out-of-hours Twitter rota.
  • Maintain records of incoming and outgoing correspondence.
  • Run and record the Hex refund process.
  • Maintain relationships with GWR and HAL Customer Relations teams.
  • Produce monthly and weekly reports for the business.


  • Ability to remain professional and confidential at all times.
  • Possess exceptional telephone manner and letter writing skills with excellent verbal and written communication skills
  • Communicate and interact comfortably on social media, especially Twitter.
  • Computer skills: PowerPoint, Excel, Word and Outlook.

Our Behaviours

At Heathrow Express, the way we behave is equally as important as what we achieve. Everyone needs to ensure they support our values which guide our decisions in the way we work. Our behaviours show us what good looks like on a day to day basis, and are the everyday demonstration of our values. They include six core behaviours and two leadership behaviours:


Core behaviours: Work as a team Focus on results Look after our customers Build relationships Take ownership Look for improvements


Leadership behaviours: Drive change Think strategically


Closing Date 10th August 2018




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