Customer Service Representative - French-Speaking

Customer Service Representative – French‑Speaking

Join to apply for the Customer Service Representative – French‑Speaking role at 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. 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 an incredible team of over 1,000 Train liners 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.

Edinburgh

Permanent, Full time

Fluent/Native French

• Taking ownership of customer enquiries – listening, solving and following through to resolution.
• Logging and updating cases using our systems.
• Sharing your knowledge of our website, mobile app and services to help customers get the most out of Trainline.
• Spotting opportunities to provide extra help or advice, even when it goes beyond the initial question.
• Handling payments and sensitive info with care and professionalism.
• Writing clear follow‑up correspondence and navigating multiple systems with speed and accuracy.
• Staying on top of new features, updates and tools, so your advice is always current and confident.
• Working independently to go above and beyond, escalating issues when it’s the right thing to do.

• Native or fluent French speaker.
• A natural people person with a passion for delivering amazing service.
• Previous experience in a customer‑facing role.
• Clear written communication and great attention to detail.
• Comfortable using tech and switching between different systems and tools.
• A team player who thrives in a fast‑paced, collaborative environment.

• Experience working in customer service (especially over the phone).
• Familiarity with GDPR and handling sensitive data.
• Confident verbal communication skills in English.

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. We operate a hybrid model and ask that Train liners work from the office a minimum of 60 % of their time over a 12‑week period;

we also have a 28‑day work‑from‑abroad policy.

• 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 a diverse team makes us better and helps us succeed. We commit 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? Check us out on Linked In, Instagram and Glassdoor!