About us:
We are champions of rail, inspired to build a greener, more sustainable 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.
The Role
We’re excited to offer an opportunity to join our growing customer service team in a role that blends direct customer interaction with essential operational tasks that keep things running smoothly behind the scenes.
As a Customer Service & Admin Representative, you’ll lead with fast-paced social media engagement, while also taking ownership of key admin responsibilities - from processing refunds and managing accurate data entry to helping shape our brand’s presence on review platforms. It’s a role that’s varied, meaningful and plays a big part in how we support our customers every day.
Whether you’re chatting with customers or completing time-sensitive tasks, everything you do will help make their journey smoother. If you're comfortable with digital tools, have a good eye for detail and like variety in your day - this role could be a great fit.
Key Responsibilities
Customer Support and Social Engagement
Provide friendly and helpful support to customers across digital channels, especially on social media platforms including X, Facebook and Instagram. Take ownership of queries from start to finish, guiding customers to use our self-service tools where possible and ensuring they always feel informed and supported.
Brand Representation & Feedback Insight
Represent our brand with empathy, professionalism and personality in every interaction - whether through direct conversations or on public review platforms. Help identify recurring feedback themes and share insights to support ongoing improvements.
Administrative & Operational Tasks
Carry out a variety of essential admin tasks that keep our service running smoothly, including processing physical mail (e.g. ticket refund claims), managing GDPR-related data requests and updating customer records with accuracy and care. Support internal teams by responding to queries from customers and third parties, while keeping our data accurate, tidy and up to date.
We’re Looking For
- A passion for great customer service and building genuine connections with people
- Excellent communication skills - clear, friendly and human in tone
- Confidence using digital tools and navigating multiple systems with ease
- An interest in social media, with a willingness to learn how interactions impact brand reputation
- A curious and creative mindset, always looking for ways to improve how things are done
- Strong attention to detail, especially when working with customer records or sensitive data
- Comfort with admin tasks and internal processes, with a focus on accuracy
- A flexible mindset, with the energy to thrive in a fast-paced environment with a varied workload
Working Hours/ Shift Pattern
This is a full-time role of 37.5 hours per week, with 7.5-hour shifts scheduled between:
Monday to Friday: 8am - 8pm
Saturday and Sunday: 9am - 5pm
You’ll work a rotating shift pattern, with one late shift and one weekend shift every four weeks - offering a healthy balance between supporting our customers and maintaining your own work-life balance.
Hybrid Working Approach
Our Customer Service team follows a hybrid working model.
To help you feel confident and well supported, the successful candidate will be based in office during an initial training period. This is a great opportunity to build your knowledge, connect with the team and get fully settled into the role.
After training, you’ll move to our hybrid setup - combining the flexibility of remote work with regular time in the office to collaborate, share ideas and stay connected.
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!
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, Instagram and Glassdoor!
Compensation Range: £24.5K - £28.5K
