CUSTOMER SERVICE ADVISOR (Current Employee) – Bristol, Bristol – 20 August 2018
Working for Network Rail as a customer servive agent has been a fantastic experience as I have improved my social skills. However the workplace culture and the management at the Echo call centre which runs the campaign on behalf of Network Rail was low standard. The management team was extremely unprofessional, and didn't have good people skills, agents were fired in such a fast speed that was disgraceful. People should not be treated like that, no sign of respect for employees at all. Also not all agents were asked to do work on the social media side of the campaign which that is unacceptable in 2018 when we live in a society that we are predominately living on social media. Therefore it did not come by surprise when we find out that the campaing is closing down in Bristol just after 5 months of its launch and be relocated back in Hull. Everybody was made redundant! Oh well! Very bad managements!
Just started a month ago, on this exact role. Interview process was straight forward. Online test about 12 questions to show how good you are with puzzles and problem solving.
Then 3 hour assessment centre at MK quadrant. 1 hour interview 1 hour test on the role ( questions where you read and calculate train journeys on a sheet using diagrams) 1 hour group work with fellow interviewees where you will be observed. They totall up all 4 processes and highest scores are successful.
Going through my 18 week training. Training and working at the same time. You get put in a team after you join and that when you’ll know which area you’ll be working in and also it’s your wam that help you feel welcome in a place where everything is just so new to you. The actual work is okay once you’ve been shown how to do it, it’s very technical, dealing with time table plans and then offering them to train operation companies. Then validating them. It’s not simple but it’s really interesting.
The office is amazing. Parking is great you get a MK employee permit for free. All day parking is £3 in mk purple bays. The network rail staff carpark is £2.80 per visit. So you have a choice.
Training team are lovely they help you with your development. But also it’s how you also make sure your developing and take control of the matter. Plenty of promotional opportunities once your competent and in need for a change.
Smart wear, shirt/ half sleeve shirt and trousers. Most Fridays is dressdown for charity.
Gym £18 a month with free classes. Every Monday they have a football leaguemore... which is good fun. So far it’s been good at my very short time being here.
Hours are flexible as long as you get your 35 hours done in a week.less
Gym, ample parking if you come early, flexible hours