Customer Service Representative - French-Speaking

About us

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 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 our 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.

Customer Service Representative - French-Speaking

Location: Edinburgh
Contract Type: Permanent, Full time
Language Requirement: Fluent/Native French

As a Customer Service Representative
, you’ll be the friendly voice of Trainline, helping our customers by phone with anything from journey planning to resolving tricky travel questions. You’ll be part of a supportive, fast-moving team that puts people first, making sure every enquiry ends with a confident, happy customer.

• Taking ownership of customer enquiries - listening, solving and following through to resolution.
• Logging and updating cases using our systems (you’ll be juggling a few tools at once).
• 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. Jump on board and supercharge your career from day one!

We're operate a hybrid model to work 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.

Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do:

• 💭
  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. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed 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? Why not check us out on Linked In, Instagram and Glassdoor!