My client is offering amazing opportunity for a Customer Service Operations Manager to join their established team based out of Euston, London. This position will offer a varied working day, flexible working and the chance for career progression, The ideal candidate will have experience of leading and managing performance through people preferably within a customer service environment and have excellent interpersonal and people management skills.
You will be joining a team of 3 other Customer Service Operations Managers where your day-to-day duties will include looking after up to 50 members of customer service staff across the Rail Network.
Purpose of the role;
- Lead a team of on-board staff to deliver their customer proposition and exceed customer expectations. Your team could compromise of any mix of Train Managers and Caterers.
- Work with key stakeholders both internally and externally to innovate and differentiate their service offerings.
- Drive key performance metrics, continuously improving and enhancing customer experience.
Key Accountabilities.
- Working closely with other On-Board Managers you will manage a depot of front-line staff. This shall entail all aspects of line management with Key Performance Metrics including but not limited to: Attendance, Revenue Protection, Customer satisfaction and Competency Management.
- Collaborate with the safety team - you will develop opportunities to enhance the safety culture within the depot. You will be accountable for ensuring that the frontline staff are trained and competent to carry out their role.
- You are accountable for the talent management of the frontline staff in the depot. This entails working with key stakeholders such the Human Resources and Finance departments to retain, recruit and manage turnover of staff.
- Building strong relationships through engagement with your frontline staff is essential to the role. Engagement will be achieved through being present and available to your staff.
- You will work with industry stakeholders both internally and externally to develop reports on key performance indicators.
- You may be required to assist on projects within the business. This shall be arranged and agreed in collaboration with your Customer Experience Manager.
- You will work with Local Union Representatives to ensure a collaborative and open relationship is established which seeks to tackle issues within the depot.
- You will be required to carry out investigations as well as formal hearings. These shall be issued by the Human Resources team who will support in delivery.
- On Board Managers will be required to gain competence in station duties including dispatch and/or train manager qualifications to support operational resilience during times of business disruption.
Person Specification.
- Must be proficient in the use of Word, Excel, PowerPoint and Outlook.
- Good knowledge of I.T Software Inc: Word / EXCEL / PowerPoint / Outlook, Training can be provided to the right candidate.
- Experience of leading and managing within a customer service environment.
- Experience of managing costs, influencing sales.
This position offers flexible working and an excellent benefits package.
To apply for this position or to find out further information please call Lisa Bush on or email or apply directly through the link.