Trainline
Multilingual Quality Support Secondment
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About Trainline
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 135 million monthly visits and £6.3 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.
Introducing The Trainline Customer Experience Team 👋
At Trainline, our Customer Experience team plays a vital role in helping customers enjoy simple, seamless, and reliable journeys. The team works closely with our customer service partners to understand customer needs, improve service quality, and ensure our support experiences reflect the high standards customers expect from Trainline.
Multilingual Quality Support Secondment
About the Role
As the Multilingual Quality Support Secondment, you will support quality analysis and improvement across our Spanish Customer Service team and Foundever. You will work with Customer Experience, Customer Services Edinburgh, and partner teams to monitor performance, identify trends, and support practical improvements that help deliver stronger customer outcomes.
In this role as the Multilingual Quality Support Secondment, you will:
- Monitor and report on key quality and customer experience measures, including CSAT, Auto QA, quality scores, and AHT, using insights to identify trends, root causes, and opportunities for improvement.
- Support the achievement and maintenance of Customer Experience targets by highlighting performance themes and helping teams focus on areas that will have the greatest customer impact.
- Review customer interactions through quality assurance checks, Zendesk ticket dip-checks, and audits, ensuring best practice is followed consistently across support channels.
- Organise and manage calibration sessions between Customer Experience, Customer Services Edinburgh, and Foundever, helping teams stay aligned on quality expectations and grading approaches.
- Analyse customer feedback and service data to make clear, practical recommendations that support continuous improvement across processes, tools, and customer support journeys.
- Help develop and maintain decision tree paths, including using coding and scripting to improve CRM ticket workflows and support agents with clear, useful custom notes.
- Ensure process and product information is accurate and up-to-date across the Knowledge Tool and training materials, helping teams access the guidance they need.
- Work collaboratively with internal and external stakeholders to share insight, encourage consistency, and support a culture of quality improvement across customer service.
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Requirements
We’d love to hear from you if you have:
- Strong written and spoken Spanish, alongside the ability to communicate clearly and confidently in a multilingual customer support environment.
- Experience in customer service, customer experience, quality, or a contact centre environment, focusing on delivering positive outcomes for customers.
- A good understanding of what great customer support looks like, and the ability to use feedback, quality checks, and performance measures to identify improvement opportunities.
- The ability to interpret reporting data and to turn it into meaningful insight, recommendations, and actions.
- Strong organisational skills, with the ability to prioritise, manage multiple tasks, and adapt when priorities shift.
- A collaborative approach, with confidence working across teams and supporting alignment between internal colleagues and external partners.
- Ideally, experience with quality scoring, calibration sessions, or quality assurance processes within a customer service environment.
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Helpful if you have:
- Experience using Zendesk, CRM workflows, knowledge tools, or scripting to improve support processes.
- Any technical or analytical experience related to data driven improvements.
Everything is Included
- 5 days private healthcare and dental insurance
- Generous Work from Abroad policy
- 2-for-1 share purchase plans
- EV Scheme to further reduce carbon emissions
- Extra festive time off
- Excellent family-friendly benefits
- Career growth with transparent pay bands, personal learning budgets, and regular learning days
Hybrid Model
We're operating a hybrid model and ask that Trainliners work from the office for a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy.
Our Values
Our values represent the things that matter most to us and what we live and breathe every day:
- 💭 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. We’re committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.
Find out more about us and working at Trainline:
- LinkedIn: Follow us
- Instagram: @Trainline
- Glassdoor: See what others are saying
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