The Customer Experience team here at MTR Elizabeth line are looking to appoint an enthusiastic and professional Duty Customer Experience Manager on a full-time basis.
As a Duty Customer Experience Manager, you will strive for perfection, have a passion for people, an engaging personality and a strong sense of pride in delivering a world-class customer experience for all customers across their respective journeys.
Stakeholder management and relationship building will be key to success as you lead and develop front line colleagues in the delivery of world-class customer excellence and support the Station Manager in people management. We recognise that you are only as good as your people, and the nurturing of strong professional relationships is something we want all of our managers to embrace.
Reporting directly into the Station Manager, you will help to create and maintain a customer-centric culture throughout your designated area, recognising that it is the little things we do that can also make a difference.
With a positive and proactive approach, you will seek opportunities to ensure that our customers have the best possible experience each time they choose to use our railway, looking to go the extra mile where possible and continuing to promote the reputation of MTREL, acting as a true custodian of the brand across all stakeholder interactions.
Working on a shift basis, our Duty Customer Experience Managers become key players at their home station, owning the provision of the overall customer experience and overseeing our customers’ satisfaction by proactively managing the station environment and delivering our Customer Experience concession obligations in line with MTREL’s customer experience values.
You will need to be confident, particularly when interacting with stakeholders both internal and external, with high standards of customer service, and will have experience of working in a face-to-face customer service environment.
This is a unique opportunity for an individual with a true passion for customer service to help shape the journey of millions of passengers across London on a daily basis, seeing the tangible impact you are having on a day-to-day basis through the eyes of your colleagues and customers alike.
Person Specification and Practical Experience
To be considered for the role you will need to demonstrate a mix of the following:
* Excellent operational competence
* Excellent interpersonal skills
* Experience negotiating with and managing 3rd party suppliers in a customer-facing environment
* Good commercial acumen
* Excellent communication skills both written and spoken
* Ability to develop self to realise potential and deliver continually improving levels of customer service
* Ability to prioritise effectively
* Ability to work flexibly
* Ability to initiate change through engagement, coaching and feedback
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