Guest Service Centre Team Leader

Guest Service Centre Team Leader
Caledonian Sleeper – Inverness 
Permanent, Full Time, 37.5 hours per week

At Caledonian Sleeper, we have an exciting opportunity for a Guest Service Centre Team Leader to join the team in Inverness. 

The key purpose of this role is to coordinate the daily operation of the Guest Service Centre (GSC), ensuring effective resource planning in line with contact volumes.  You will be instrumental in ensuring the delivery of an exceptional level of customer service across our multiple contact channels.

As the Team Leader, you will be a guest and people champion, alongside being a super user within the GSC, supporting our operation and Guest ambassadors to deploy the tools and techniques available in managing our contact and communication to prospective and existing guests throughout the entire customer journey.

Main Accountabilities:

• Lead and motivate our Guest Ambassadors to deliver an exceptional Guest Experience at all stages of the customer journey.
• Conduct one to one meetings with team supporting the GSC manager to promote a culture of openness around feedback and development, this will ensure audit quality standards, and fostering an inclusive 'one team' culture.
• Appropriately plan the daily activities within the GSC, ensuring contact volume is being managed in line with KPIs and industry requirements.
• Monitor KPI performance and take appropriate action to resolve any failures in a timely manner
• Deliver team briefings to ensure our Guest Ambassadors are fully engaged with the business and up-to-date with the very latest relevant information to succeed in their role.
• Ensure the GSC office environment complies with all relevant Health and Safety and security requirements, taking action to ensure resolution of any identified issues
• Identify and escalate any significant trends in guest feedback to support the resolution of issues.
• Monitor the individual performance of Guest Ambassadors through quality assurance across all contact methods, identifying areas of required development.
• Coach Guest Ambassadors in all aspects of the role, to support continuous improvement and fulfil specific development requirements of individuals
• Support the onboarding and training of new Guest Ambassadors, ensuring they are fully competent in all aspects of the role.
• Resolution of escalated guest complaints and negative feedback to recover guest satisfaction and ensuring that all compensation is in line with company policy.
• Be a subject matter expert on all aspects of the GSC operation, including policies, procedures and the operation of the relevant IT systems, with the ability to step in and perform the role of a Guest Ambassador as required.
• Play a key role within the Guest Experience Team, particularly during time of disruption ensuring all staff are briefed on service changes and a guest communications plan is in place.
• Work in line with all required security protocols for the management of guest information.
• Maintain excellent product and service knowledge, ensuring guests are given the highest quality of information in regard to our service. 
• Proactively offer and share feedback with your Manager on our procedures and ways of working to help strive for continuous improvement across Caledonian Sleepers service.
• Through My Catch-Up annual plan meet business objectives which will includes (but is not limited to) seeking to maximise revenue opportunities, deliver exceptional levels of customer contact via all methods available. 
• Ensure all business communications sent have been read and understood during your shift. 
• Embrace technology, using the equipment provided to help support the successful delivery of our Guest Experience.
• Wear and maintain your issued Caledonian Sleeper uniform to the Service Guidelines standards. 
• Attend face to face briefings and other business requirements.
• Complete all mandatory Learning and Development training in a timely manner, as per the schedule set. 

   

  This list of Key Accountabilities is not exhaustive and may change throughout the life of the role. This role may be required to support with other tasks deemed necessary to support the operation. 

  
  What you’ll need to do the role:

   

  • Experience in ensuring a company vision is brought to life in customer service environment in a professional and consistent manner.
  • Experience of team leadership skills in a customer service environment is essential, with contact centre experience an additional advantage.
  • Demonstrable experience of supporting a team to deliver against KPIs 
  • Excellent communication and interpersonal skills.
  • In an increasingly digital world, it is essential that our Team Leaders are able to demonstrate experience of engaging communications across multiple digital contact methods.
  • Knowledge of Customer Service skills, which can be demonstrated as having been delivered in a guest facing environment, with ability to proactively seek resolution for guest issues.
  • Experience with Microsoft Office 365 packages is essential, with experience of social media management tools and Customer Relationship Management systems advantageous.
  • Language skills an advantage.
  • Ability to remain calm under pressure and demonstrate resilience during times of disruption and increased contact volume. 

    
    Additional features of the role:

     

    • Permanent position, contracted 37.5 hours per week over 4-week lunar period.
    • This role will work through a shift pattern covering 24 hours, to support our guests at all times, including during the hours of our service operation.

       

      What we offer

    • Competitive salary 
  • 25 days annual leave plus bank holidays
• Free Scotland wide rail travel with ScotRail for the employee and eligible family members 

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Caledonian Sleeper Limited we are committed to building a diverse and inclusive organisation that supports the needs of all and matches the diverse profile of our guests. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from all if you feel you match the skill requirements of the role.

We are open to discussions around flexibility and flexible working. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. 

Caledonian Sleeper is an iconic brand with a heritage stretching back a century and a half to the early years of Scotland-London sleepers.

Part of an exclusive club, Caledonian Sleeper is one of only two sleeper trains in the UK, and we like to think it is the most scenic Whisking guests from the bright lights of London through the night to the iconic cities of Aberdeen, Edinburgh, Inverness, and Glasgow or to the jaw dropping scenery of the west Highlands of Scotland around Fort William. We are proud to serve the UK’s most remote railway station too, Corrour.

Caledonian Sleeper sets new standards in overnight rail travel, offering a choice of affordable seats, private guestrooms, some with en-suites and double beds, as well as our much-loved Club Car to around 200,000 guests per year.

Serco is acting as the resourcing partner for Caledonian Sleeper Limited which is operated by Scottish Rail Holdings on behalf of the Scottish Government.