Description
* Hours: 37 hours
* Contract: Permanent
* Salary: £36,648 - £39,186 (pending pay award)
* Location: Rotherham (but can be at anyone of our four main interchange (Sheffield, Meadowhall, Rotherham & Barnsley)
The South Yorkshire Mayoral Combined Authority (SYMCA) brings together the local authorities of Barnsley, Doncaster, Rotherham and Sheffield and to serve the communities and businesses of South Yorkshire. From transport to housing, from business growth to skills, the MCA has a great story to tell. We have ambitions to deliver recovery and renewal for people, businesses and places across South Yorkshire.
Please note that SYMCA follows a structured salary grading system for all roles, and the offered salary for each post will be at the starting point within the specified grade. We value the skills and experience of potential candidates, and there will be opportunities for salary enhancements as you grow within South Yorkshire Mayoral Combined Authority.
South Yorkshire Mayoral Combined Authority (SYMCA) is currently in the process of reviewing its terms and conditions of employment including pay and grading. As part of this project, the post advertised may be subject to changes in the near future. All changes and any impact on individual posts will be discussed further should you be successfully appointed to the position you have applied for.
Key Responsibilities
Are you ready to drive customer service excellence at one of South Yorkshire's key transport hubs? SYMCA is seeking a dedicated and proactive Customer Service Manager to oversee and enhance the quality of service and safety across multiple sites, ensuring an exceptional experience for travellers and service users. This is a pivotal role with operational responsibility for various transit centres, Park and Ride sites, Satellite sites, and retail operations. If you are a dynamic leader with a passion for customer satisfaction and operational efficiency, we want to hear from you!
As the Customer Service Manager at SYMCA, your impact will be felt across South Yorkshire as you:
* Ensure Customer Satisfaction: Proactively address customer inquiries, ensuring the highest standards of customer satisfaction and operational efficiency.
* Promote Services: Manage the promotion of our services and facilities, engaging current and potential service users.
* Oversee Operations: Supervise on-site contract teams, maintain service and facility standards, and liaise with other transportation companies to deliver excellent customer service.
* Enhance Safety: Focus on safety, compliance, and continuous improvement to create a safe, clean, and attractive environment for our customers.
In the role of Customer Service Manager, you will oversee day-to-day activities across major interchanges, Park and Ride sites, Satellite sites, and site-based retail and customer service operations, all while ensuring top-notch customer satisfaction and operational efficiency. You will actively collaborate with stakeholders and the public to ensure our services and facilities meet current and future needs.
You will be responsible in managing site-related administration while maintaining health and safety, customer care, and quality standards, ensuring consistency across all facilities. Our customers are extremely important to us, and you will manage both customer comments and complaints, ensuring that appropriate action is taking to maximise our customer satisfaction.
Skills, Knowledge and Expertise
We're looking for a candidate with the following qualifications and experience:
* Proven experience in customer service management, ideally in a transportation or public service environment.
* Strong leadership and team management skills.
* Knowledge of safety and compliance regulations.
* ISOH Managing Safely Qualification or equivalent.
* Excellent communication and problem-solving skill.
* Relevant qualifications in customer service management is a plus
If you are ready to make a meaningful impact on South Yorkshire's transportation landscape and are dedicated to delivering outstanding customer service, we encourage you to apply.
Please be aware that this role requires you to be on-site 5 days out of 7 a week at any of our South Yorkshire interchanges. This includes weekend working and a shift pattern. Typical shifts are (07:30 – 15:24, 09:00 – 16:54, 10:00 – 17:54)
Benefits
All colleagues have access to a local Government Pension Scheme and the chance to be part of an organisation where you can really make a difference. Located in Sheffield City Centre, we are well-placed for transport links and encourage employees to take advantage of the active travel facilities. Work/life balance is extremely important to us here at SYMCA with our recognised family/friendly policies, genuine work flexibility, recognition, and shared success.
In addition to the above, some of benefits include -
Annual Leave Purchase Scheme – The ability to purchase up to a further 15 days per year in additional to your normal annual leave
Rewarding You - Reducing everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more with Reward Gateway!
Training on the job - Support with upskilling skills through on the job training and qualifications
Holiday – Up to 36 days annual leave (depending on length of service). Pro-rata for part time colleagues.
Diversity at South Yorkshire Combined Mayoral Authority
Our workforce is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles unless operational requirements prevent otherwise.
The South Yorkshire Mayoral Combined Authority (SYMCA) brings together the local authorities of Barnsley, Doncaster, Rotherham and Sheffield and to serve the communities and businesses of South Yorkshire. From transport to housing, from business growth to skills, the SYMCA has a great story to tell. We have ambitions to deliver recovery and renewal for people, businesses and places across South Yorkshire.
In recent years significant funding has been secured through the Transforming Cities Fund and a devolution deal, and further funding has recently been secured through the region’s City Region Sustainable Transport Settlement. As result we have a large and growing capital programme to deliver in support of the South Yorkshire Mayoral Combined Authority Mayor’s 2040 vision for transport. Join our workforce of talented people who love working together – and are proud of the work they do. Progression here can take you in all kinds of directions.
South Yorkshire Mayoral Combined Authority (SYMCA) is currently in the process of reviewing its terms and conditions of employment including pay and grading. As part of this project, the post advertised may be subject to changes in the near future. All changes and any impact on individual posts will be discussed further should you be successfully appointed to the position you have applied for.
This is what a career at South Yorkshire Mayoral Combined Authority is like, and this is where yours starts.