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Greater Anglia operates a busy railway network from London Liverpool Street to destinations across the east of England. We have a high standard of service for our customers throughout their journey experience so they can sit back, relax, and travel with confidence. Not to mention a whole new set of modernised greener trains, it's never been a more exciting time to start a career with us. Do you want to be part of the journey? Come along and join Greater Anglia!
An exciting leadership opportunity has arisen within our Customer Service Team as an Assistant Area Customer Service Manager based at Cambridge.
The Role
This role would suit someone who aspires to progress their career in a key management role in a fast-paced environment. This people leader would be responsible for around 40 colleagues at large mainline stations.
As a people-focused leader, you will be responsible for all operations at a complex station to ensure that your team is committed to delivering a safe, punctual, and customer-centred railway each day. The role is highly varied, so you should have a flexible approach to working, combined with the ability to adapt to changing demands and conditions.
Responsibilities
1. All aspects of the customer service department in this area, with teams of dispatchers, ticket office, gateline, and/or welcome hosts staff.
2. Manage day-to-day issues such as rostering and sickness, management of ticket office and cash processes, and compliance with dispatch competence management systems.
3. Oversee peak time and event service management at stations.
4. Understand the causes of train service delays and develop innovative solutions to mitigate them.
5. Uphold the highest standards of customer service, especially at times of disruption or service alterations.
6. Undertake audits to uphold safety-critical dispatch standards and maintain exemplary standards of safety compliance.
7. Manage a Customer Service Team to ensure compliance with all HR business practices, including colleague engagement, development, performance, and attendance management.
The successful applicant will be required to attend a medical, as all offers are subject to passing a safety-critical medical.
What we are looking for
We are looking for a colleague who has experience in line management and a natural ability to motivate, inspire, and empower others to reach challenging organisational goals. The colleague should have a sound commercial awareness and an understanding of P&L accountabilities. Although the role does not involve shifts, occasional weekend and early morning/late evening work should be expected in addition to an on-call commitment.
The closing date for all completed applications is on Friday 17th January 2025
*Please note vacancies can close earlier due to a high influx of candidate applications*
To succeed in this role, we are looking for people who can bring our four values to life in your everyday work:
* Genuine: be welcoming, customer-first, and respectful
* Professional: be solution-oriented, accountable, and deliver on promises
* Proactive: be progressive, innovative, and decisive
* Inclusive: be connected in your thinking and empathetic
What in it for you?
* Defined Contribution pension scheme after 2 years, with the option to move to Defined Benefit (Final Salary) pension scheme.
* Free Travel on GA and 75% discount on other TOCs for leisure travel.
* Free Leisure travel on GA and 75% discount on other TOCs for eligible family members.
* International travel discount card (FIP) for staff and eligible family members after 12 months of service.
* GA offers maternity, paternity, and adoption leave, as well as time off for prenatal care and shared parental leave after 26 weeks of service - part of our commitment to family-friendly policies.
* GA Hapi Benefits App - our great benefits app which includes discounts across many retailers, days out, and dining.
* 24/7 Employee assistance programme, eyecare and flu jab vouchers, and access to physiotherapy services.
* Annually issued 12 discount vouchers for family and friends to use.
* Salary Sacrifice schemes such as Cycle to work and Technology scheme (eligible once passing probation).
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