Area Customer Service Manager
Join Our Team as an Area Customer Service Manager at Shenfield station.
About the Role:
As an Area Customer Service Manager, reporting to the Head of Customer Service South, you will be responsible for the overall Customer Service delivery for Greater Anglia at stations from Shenfield to Southend Victoria and Southminster. Leading around 80 colleagues including Assistant Managers and Area Supervisors, you will be looking after and responsible for Greater Anglia’s operation at this group of stations, including Shenfield which is a major hub station and the eastern end hub of the Elizabeth Line.
This is a vital role to ensure Greater Anglia’s operation is robust, high performing and continually evolving. With one eye on the present operation and one eye on evolutionary progression to support continuous improvement in both customer experience and team performance.
This is a fantastic opportunity with a huge diverse team of people within a business that has, and continues to improve and evolve in both performance and culture. However, the role is extremely busy, demanding and at times highly pressurised. It requires a person that can multi-task, is organised, highly driven and not phased by a busy and challenging environment.
Key Responsibilities:
1. Lead and manage a diverse team of approximately 80 colleagues, including Assistant Managers and Supervisors.
2. Ensure the consistent and safe delivery of Train Dispatch operation.
3. Oversee colleague recruitment, training, and development to foster a high-performing team.
4. Implement and maintain safety management systems to ensure compliance and safety standards.
5. Monitor team performance and punctuality to meet operational goals.
6. Ensure availability and functionality of ticket offices and retailing equipment, including ticket vending machines.
7. Collaborate with front-line teams to enhance customer service delivery and resolve any issues that may arise.
8. Maintain working relationships with trade unions as required within the role.
9. Work closely with industry partners and stakeholders such as MTR Elizabeth Line and Network Rail to ensure joined up planning, implementation and day-to-day operation of the station environment.
What we are looking for:
1. Have a friendly, approachable demeanor with the ability to communicate effectively, whilst being a people leader, recruiting, training and managing team performance.
2. Are calm under pressure, able to think on their feet, and able to handle various situations.
3. Possess a “can-do” attitude and enjoy working as part of a team.
4. Take pride in providing top-notch customer service and are passionate about ensuring customer safety.
5. Have team spirit and bring your unique self to strengthen our team and foster a positive work environment.
6. Have familiarity using new technology such as smartphones to assist customers.
7. Have line management experience and be able to motivate and empower others to meet organisational goals.
8. Have an understanding of commercial aspects and P&L responsibilities.
What’s in it for you?
1. Travel Discounts: Enjoy free travel on Greater Anglia and 75% off with other train operators, plus discounts for eligible family members too!
2. International Adventures: After 12 months, unlock discounted international travel for you and your family.
3. Exclusive Discounts: Access the GA Hapi App for deals on shopping, dining, and fun days out.
4. Vouchers for Loved Ones: Get 12 annual discount vouchers for family and friends to enjoy.
5. Wellbeing Support: 24/7 employee assistance, eyecare vouchers, flu jabs, and physiotherapy services.
6. Pension Perks: Start with a Defined Contribution pension, with the option to upgrade to a Final Salary pension after 2 years.
7. Family-Friendly Policies: We’ve got you covered with maternity, paternity, adoption leave, and shared parental leave after 26 weeks.
8. Save While You Spend: Cycle to work and tech purchase schemes once you pass probation.
Closing Date: The closing date for all completed applications is on Friday 13th December 2024.
*Please note vacancies can close earlier due to high influx of candidate applications.*
At Greater Anglia, we are proud of the work that we do. We’re investing to help shape the future of rail in the UK and being a part of our team gives you every opportunity to contribute to the journey we are on.
Join Us and Experience:
1. Inclusivity & Respect: Be yourself and thrive in a supportive environment where every idea and person is valued. Help us be Greater Together.
2. Community & Teamwork: Work together to deliver the best for our customers while enjoying a friendly, can-do atmosphere.
3. Pride & Progress: Contribute to meaningful change and a sustainable future, with continuous improvement as the norm.
Job Info
Job Title: Area Customer Service Manager
Company: CV-Library
Location: Competitive
Posted:
Closes: Jan 10th 2025
Sector: Customer Services
Contract: Permanent
Hours: Full Time
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