Cette offre est lié au département Operations
Trainline is an innovative, tech business with a mission to bring together the world’s rail, coach and other travel services into one simple experience(e)We aim to make travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices(e)We’re hugely proud to be the world’s leading independent rail and coach travel platform and rank among the highest-rated travel and ticketing apps globally(e)Today, we offer our customers travel to thousands of destinations in and across 45 countries in Europe and beyond(e)That’s more than £3.7 billion in ticket sales annually, and over 90 million visits to our apps and websites each month(e)In another major milestone, Trainline listed on the London Stock Exchange in June 2019 and is now part of the FTSE 250.
Our culture is central to our success(e)We’re driven to sustain our phenomenal growth from recent years, and this means we’re always working closely and collaboratively to turn our ideas into reality(e)It’s this sense of pace, innovating and improving pretty much everything we do, that makes Trainline so exciting and unique - we truly believe our work has a genuine impact and will change travel for the better.
Introducing Customer Service and Operations👋
The Customer Service & Operations Division(based in Edinburgh)manages contact centres and systems that allow our customers to contact us over multiple channels, in multiple languages, multiple brands, for both b2b and b2c sectors.We are a fast-growing company that loves leveraging new technology to build world-class products for our customers(e)We run a diverse customer-facing platform utilising the best of breed cloud-hosted communication and Service CRM platforms, coupled with our own contact centre systems and integrations to glue it all together.
We are looking for an experienced and self-starting engineer for a very small team who is capable of being agile – both in software engineering terms, but also rapidly adapting to the dynamic environment that is deploying, configuring, documenting, adapting, customising and writing software and processes for Customer-Service – where the users are both internal customer service agents, but also end customers using help portals , searching knowledge bases and communicating through email, chat, telephone and social media(e)The role requires a customer-focused individual who always considers the customer journey and human factors beyond a purely technical focus(e)
As CRM Specialist Engineer you'll be working on...(e)
- (Service) Customer Relationship Management Platforms – set up and customisation, both for customer and agent-facing processes, to include custom app development;
- 'Help' Portals – customised design, client-side customisation, webforms, decision trees, mobile design;
- Survey platforms – integration and survey design;
- Chat and IM Platforms;
- Chatbots, Dialogue Design & Natural Language Processing;
- Telephony Platforms and Computer Telephony Integration.
We would love to hear from you if
- Strong full-stack software engineering skills – a full spectrum from writing ad-hoc scripts to webhook integrations, API consumption, to polished multilingual customer-facing web interfaces to be used on desktop and mobile.
- Data-driven development and feedback – validating the efficacy of what you’ve built;
- Strong Communication skills – Discuss needs from Business, Tech, Product, teams at all levels into technical requirements and vice-versa(e)Strong written communication skills and appetite for documenting solutions;
Desireable Experience
- Full-Stack Web Application Development – (Node.JS, HTML/JS/Bootstrap mobile-first front-end, jQuery, React), with HTML and CSS design and implementation;
- Web Analytics Tagging & Reporting (Google Analytics);
- A/B Testing (Google Optimise);
- Solution and Prototyping against RESTful, SOAP, HTTP API's;
- Application Performance Management & Alerting (NewRelic, PagerDuty);
- Fluent in English + other languages an advantage;
- C# and .Net (native and Core);
- Booking platform API consumption;
Our Culture🤗
Everything begins with great people, as well as aptitude, we put a heavy emphasis on attitude.
Coaches Over Heroes
- We prioritise the focus on being one team over elevating the heroics of an individual, for us the true heroes are those individuals who are excellent at nurturing, coaching and generous in sharing their knowledge with others.
Well-being
- Everything that we do takes into account the morale of every member of our team, their opportunities for growth and for participation in exciting challenges.
Mentoring and Learning
- We have a mentoring community that is constantly growing, we provide people with mentors or buddies from various teams.
Trust
- We hire awesome people capable of making smart decisions - empowerment is a great enabler of agility.
We value open expression at Trainline, we believe it’s the diversity of experience, backgrounds and perspectives of our employees that makes us who we are(e)We encourage everybody to play a part in changing the way people travel across the world.