Leading integrated services company Carillion today (Friday April 1) helps launch a new era in rail travel in the north of England, through its new contract with Arriva Rail North.
Carillion is now responsible for the maintenance and cleaning of 476 stations across the region and in a rail industry first, will provide help and advice to travellers 24 hours-a-day 365 days a year from its award winning Customer Experience Centre (CEC) in Sheffield.
The company has created 52 new jobs at the CEC in the dedicated team serving Arriva. This team will operate a unique combined Facilities Management Helpdesk and Customer Relations Team creating a ‘one-stop’ shop providing a consistent service across all communication channels: phone, mobile, email and Tweet irrespective of the nature of the query, delivering a transformed customer travelling experience.
“We are delighted to be a key partner of Arriva Rail North, delivering an innovative business model for the new Northern Franchise. As well as providing a comprehensive range of Facilities Management services at 476 stations, our award winning Customer Experience Centre in Sheffield will provide round the clock support to the region helping the travelling public via phone, email, social media and mail. This 24/365 service is a first for the rail industry.
“The number of passengers travelling by train continues to grow and they rightly expect well maintained stations and a responsive passenger support service. Our dedicated teams across the region, and in Sheffield are committed to delivering high quality station services and excellent customer service through our 24 hour contact centre.”
The 52 new roles in the dedicated Arriva Rail Northteam, join the existing 200 skilled and dedicated professionals managing helpdesks, customer service, switchboard and back-office functions in Carillion’s purpose-built national multi-channel contact centre that operates 24/365 delivering Facilities Management and customer support. The CEC supports over 100 Carillion clients and 100,000 buildings in the UK and globally. Every year itmanages over a million calls, emails, self-raised jobs, and social media contacts.
Jamie McDonald, Customer Experience Director Carillion said:
“We’re really excited about our new partnership with Arriva Rail North and the service we’ll be providing to customers across the new Northern franchise region. My team in our Customer Experience Centre in Sheffield are making a key difference to the Arriva Rail North service. It’s great that we’ve employed 52 new team members of the dedicated Arriva Customer Experience Centre.
Sheffield is a great place to work and we’re proud to be investing in the city and region. Our ground-breaking model, integrating both the facilities management and customer relations into a single team, will ensure that every customer and every Arriva Rail North colleague will have a safe, efficient and enjoyable experience.”