Service Delivery Manager
Edmonton Green
Arriva Rail London
Closing Date: 25/11/2024
Arriva Rail London is an industry-leading train operating company, responsible for running the London Overground network under a Concession Agreement with Transport for London (TfL) and is part of the Arriva group.
Here at Arriva, we are on our way to becoming the leading passenger transport partner across Europe, delivering more than 2.2 billion passenger journeys across 14 different European countries every year. We have a vision to help shape a future where passenger transport is the best choice, through digitisation, sustainability, and continuous improvement.
We are on the hunt for two new Service Delivery Managers for Edmonton Green station. You will be the leader for all aspects of service delivery within a defined group of stations, leading an inspiring team of frontline staff.
Responsibilities:
1. Lead all station employees, ensuring customer service and retail standards are continuously delivered.
2. Manage team obligations with third party stakeholders, providing customers with up-to-date information and reporting faults across the station.
3. Work closely with internal teams to ensure accurate and timely service information is available for customers and employees.
4. Own and manage customer service delivery processes to drive continuous improvement in customer satisfaction.
5. Manage staff activities in line with company objectives.
6. Monitor Ticket Office auditing and retailing instructions, including performance improvement actions.
7. Manage cost budgets through efficient rostering and absence management.
Qualifications:
1. Proven experience managing a team of multiple individuals (at least 5) in a customer-centric environment.
2. Strong understanding of Health and Safety in the workplace.
3. Excellent communication skills, with a leadership personality and good commercial awareness.
Our benefits include:
1. Free Travel for you and a nominated person on the TfL Network.
2. Discounts on European rail services after 1 year of service.
3. Free travel on Arriva branded rail services around the country.
4. 75% discount off of season tickets on other Train Operating Companies.
5. Employee Assistance Programme – 24hr helpline.
At Arriva, we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy.
If you require any reasonable adjustments to be made to the application or interview process, please don’t hesitate to let us know.
About Us
Our story began in 1938 when the Cowie family opened a second-hand motorcycle shop in Sunderland, UK. Today, we are a major passenger transport partner providing high quality transport services to millions of people across the UK and Europe every day.
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