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About Network Rail
Service Excellence Team Manager - Shared Services at Network Rail
Are you a passionate leader with a knack for optimizing processes and empowering teams? Network Rail's Shared Services team is looking for an exceptional Service Excellence Team Manager to drive operational efficiency and enhance service delivery.
Role: Service Excellence Team Manager
Location: Manchester Square One office, M1 2NY
Salary: Band 4B 35,582- 40,029 per annum pro rata
Contract Type: Secondment / Fixed Term Contract till January 2026
Closing Date: 04/11/2024
We offer excellent benefits, including:
1. Generous annual leave (28 days plus statutory days), with the option to buy/sell days.
2. Pension schemes.
3. 75% subsidy on rail and underground season tickets.
4. Up to 75% off leisure travel for you and your family (subject to terms and conditions).
5. Interest-free travel loan for train and car park season tickets.
6. Discounts at stations with your Network Rail pass.
7. Flexible/hybrid working arrangements.
8. Volunteer leave to make a positive impact.
9. Healthcare Scheme, GymPass discounts, Cycle to work plus more.
10. Generous maternity and adoption leave to support our employees during significant life moments.
Key Purpose: As the Service Excellence Team Manager, you will lead a team of Executive Support Assistants/Co-ordinator and Area Support Analysts dedicated to delivering top-tier service excellence for senior management alongside training and coaching for the helpdesk. Your role will focus on streamlining operations, boosting employee skills, and developing clear and effective customer communications.
What You’ll Do:
1. Lead and manage a team to deliver impactful training, coaching, and customer service.
2. Foster a customer-centric approach, improving communications and service delivery.
3. Support the growth of team members, helping them reach their full potential.
Main Responsibilities:
1. Manage a team of executive services assistants and co-ordinator to deliver an executive query response service to our most prestigious customers in the business.
2. Manage a team of area support analysts to embed a training and service strategy to improve the customer and employee journey.
3. Identify and forecast training needs that support the service model.
4. Develop and deliver succinct clear communications to both the helpdesk and relevant business areas.
5. Regularly liaise with second line teams to review and update our customer portal.
6. Control and own helpdesk technology customer communications.
7. Analyse customer data to identify gaps in the service model.
8. Engage the Helpdesk teams to improve operational performance.
9. Responsible for delivering a right first time customer service in line with pre-agreed KPIs and SLAs.
10. Represent the team within the Network Rail Shared Services people forum.
Essential:
1. Proven experience as a Trainer, Training Facilitator, or similar role.
2. A passion for people, previously managed a team of trainers facilitating learning & development.
3. Clear and concise communication style.
4. Familiarity with modern training methods and coaching techniques.
5. Excellent communication and negotiation skills.
6. Ability to draft clear, concise, and effective training materials.
7. A strong understanding of customer service practices.
8. Highly organized and able to manage multiple tasks simultaneously.
9. Ability to influence and interact with stakeholders at a senior level.
10. An organized and analytical way of working.
Desirable:
1. CIPD Learning & Development qualification.
2. Advanced certification in Coaching & Mentoring.
3. Worked with and trained employees on Telephony and Customer Relationship Management (CRM) platforms.
4. Oracle eBusiness suite.
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