South Western Railway
Customer Service Technical Systems Support
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South Western Railway: Customer Contact Systems Specialist – Zendesk Role
Who We Are
South Western Railway (SWR) operates over 1,500 services each weekday, servicing more than 5,000 employees across an extensive network connecting South West London, southern England, and the Isle of Wight. We provide essential mobility, connecting people and communities to get the most out of life.
About the Role
You’ll drive impactful change as the key systems specialist for our Customer Contact operation, taking ownership of our new Zendesk platform. Responsible for optimising and enhancing the technology behind our frontline teams, this role sits at the intersection of customer operations and technical system ownership. Your responsibilities will include:
- Translating business needs into scalable solutions, ensuring Zendesk and our widerCustomer-facing technologies (telephony, Key IVR, Edge Tier) deliver seamless customer experiences.
- Collaborating closely with our Business Technical and Performance Manager to manage Zendesk’s day-to-day operations, configuration, and improvements—bridging the gap between operational demands and technological innovation.
- Driving process improvements and supporting the rollout of new tools and upgrades.
This opportunity is ideal for someone with a passion for customer service excellence and technical system optimisation, where they can shape system design, troubleshoot challenges, and advocate for process enhancements to reduce obstacles for SWR’s teams.
Main Responsibilities
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- Ensure reliable Zendesk operations—oversee day-to-day usage for Customer Contact teams and guarantee system availability.
- Develop and maintain business continuity plans for our technical infrastructure, securing resilience during disruptions.
- Work cross-functionally with SWR departments to mitigate risks and ensure system uptime for operational teams.
- Serve as the primary contact for Zendesk issues, escalating faults to suppliers while analysing root causes.
- Challenge and improve supplier relationships by identifying process bottlenecks, using user feedback to shape future methods, and driving system enhancement requests.
- Support User Acceptance Testing (UAT) for Zendesk upgrades or system developments, ensuring changes meet business needs.
- Collaborate with suppliers and management to define, design, and specify system changes, supporting change-related delivery within the operational framework.
- Upskill operations teams through knowledge-sharing on Zendesk best practices and supporting colleagues in systems/process roles (e.g., workforce management, quality management).
- When required, review and recommend improvements to Customer Contact processes, ensuring system-supported outcomes align with business goals.
Essential Requirements
- Strong technical/IT and business experience, with deep expertise in:
- Zendesk operational and support functions.
- Demonstrated problem-solving and critical thinking—ability to diagnose issues efficiently and implement scalable solutions.
- Exceptional communication skills (written and verbal) for stakeholder engagement, vendor management, and cross-team collaboration.
- Project management skills—coordinating initiatives while balancing short-term delivery against long-term improvements.
- Adaptability and resilience to handle:
- Work under pressure, tight deadlines, and high-demand scenarios.
- Collaborate across multiple levels of management, team leaders, and operational roles.
- Experience with prioritisation and process improvement, particularly in error mitigation, system efficiency, or customer-focused automation.
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Working Pattern
- Average 37 hours/week, non-negotiable core office hours (Mon–Fri), with flexible 7-day operational coverage where necessary—reflecting the Contact Centre’s rotational demand.
The Reward
Beyond a competitive salary, SWR offers a benefits package designed to enhance your work experience:
- Free duty and leisure travel on SWR services for you or your family.
- 75% travel discount across other train operators.
- Fully supported career development—training, mentorship, and growth opportunities within the Railway.
- Excellent pension scheme, fostering long-term financial security.
For role eligibility: Applicants requiring a visa must ensure at least 6 months validity at the time of appointment.
For further details or to apply, visit [https://apply.southwesternrailway.com/jobs/vacancy/1044/description].
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