The Executive Contact Officer plays a critical role in protecting South Western Railway’s (SWR) reputation and customer experience by managing complex, escalated and high-risk complaints. The role ensures that customers receive fair, consistent and timely outcomes, particularly where issues have not been resolved through initial contact. By taking ownership of executive and regulatory correspondence, managing responses to all cases involving senior leaders and external bodies such as the Rail Ombudsman, the role ensures compliance with industry standards while delivering high-quality, professional communication both written and via escalated telephone contacts. Through effective resolution of complex cases, sound decision-making and clear customer communication, the role supports SWR’s commitment to putting customers first and bringing people together to get the most out of life.
#J-18808-Ljbffr…