Twilight Customer Service Team Lead

time type Full time
This role provides people focused operational leadership to a team of around 3 Smart Customer Engagement Advisors ( S C E As) who a re responsible for delivering exceptional service to Stagecoach customers who ‘ contact us in a variety of ways across voice & digital platforms. You will motivate & inspire this team to be at the top of their game and deliver brilliant outcomes for both customer and business, by driving a culture where every customer feel s lis tened to, understood, and treated li ke an individual. Flexible, adaptable, and proactive; You will help Stagecoach stay ahead of the game by encouraging your team to identify themes in their customer interactions, and you will cascade these to your Operations Manager & Head of Service Operations (HOSO) in order to drive improvement activity at company level - helping us find creative ways to make life easier for future customers who may encounter the same challenges.
This will include traditional inbound voice calls and digital interactions across SMS, email, webchat and social media, and will also include outbound calling to both customers and regional operational centres. You will be required to participate in a shift pattern which will include evening and weekend cover between the hours of 08:00 and 18:00 Monday – Sunday on a 5 week rotational basis 5 days out of 7, which this will be assigned to you in advance. You may be expected to work such additional hours as necessary to meet the needs of the business, subject to the limits prescribed by the Working Time Regulations or any relevant opt-out agreement.
Deliver excellent service across all channels in line with customer strategies and brand guidelines
Escalate issues or highlight potentially contentious content to appropriate Teams/Departments /Operations Manager
Manage contactless queries raised by Op Cos that need technical or specific customer data
Act as subject lead and technical expert for troubleshooting, crisis situations or new developments and projects
Investigate any complaints arising from the service delivered by theSmartcardor other Op Co/departments within the business inc ex ternal partners
Day to day team support including holiday/absence management
Planning and allocation of case workload
Identify training and support requirements
Monitoring and reporting
Responsible for actively monitoring contact volumes, prioritising resource where required , escalating issues or concerns to Operations Manager as appropriate
Actively chase outstanding responses, identifying suitable escalation route within local businesses or other departments to ensure we meet our commitments to our customer
Analysis of data to provide commentary around team performance, identifying and highlighting trends and key drivers to Operations Manager
Regular monitoring of the quality of the teamand suppliersto ensure standards are being met, identify areas for improvement, sharing best practice
Establish and maintain a good working relationship with localcontacts at each local business
At Stagecoach we recognise just how important skills and experience can be and and we are interested in people who have previous experience in leading teams within a contact centre environment, across extended trading hours and a 7-day working week. Stagecoach workplace culture is one where everyone can be themselves and where all the differences our people bring to the business are celebrated. We welcome applications from all, irrespective of background, gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation or age.
Stagecoach Group Head Office 10 Dunkeld Road Perth PH1 5TW Salary
This role provides people focused operational leadership to a team of around 3 Smart Customer Engagement Advisors ( S C E As) who a re responsible for delivering exceptional service to Stagecoach customers who ‘ contact us in a variety of ways across voice & digital platforms. You will motivate & inspire this team to be at the top of their game and deliver brilliant outcomes for both customer and business, by driving a culture where every customer feel s lis tened to, understood, and treated li ke an individual. Flexible, adaptable, and proactive; You will help Stagecoach stay ahead of the game by encouraging your team to identify themes in their customer interactions, and you will cascade these to your Operations Manager & Head of Service Operations (HOSO) in order to drive improvement activity at company level - helping us find creative ways to make life easier for future customers who may encounter the same challenges.
This will include traditional inbound voice calls and digital interactions across SMS, email, webchat and social media, and will also include outbound calling to both customers and regional operational centres. You will be required to participate in a shift pattern which will include evening and weekend cover between the hours of 08:00 and 18:00 Monday – Sunday on a 5 week rotational basis 5 days out of 7, which this will be assigned to you in advance. You may be expected to work such additional hours as necessary to meet the needs of the business, subject to the limits prescribed by the Working Time Regulations or any relevant opt-out agreement.
Deliver excellent service across all channels in line with customer strategies and brand guidelines
Escalate issues or highlight potentially contentious content to appropriate Teams/Departments /Operations Manager
Manage contactless queries raised by Op Cos that need technical or specific customer data
Act as subject lead and technical expert for troubleshooting, crisis situations or new developments and projects
Investigate any complaints arising from the service delivered by theSmartcardor other Op Co/departments within the business inc ex ternal partners
Day to day team support including holiday/absence management
Planning and allocation of case workload
Identify training and support requirements
Monitoring and reporting

Responsible for actively monitoring contact volumes, prioritising resource where required , escalating issues or concerns to Operations Manager as appropriate
Actively chase outstanding responses, identifying suitable escalation route within local businesses or other departments to ensure we meet our commitments to our customer
Analysis of data to provide commentary around team performance, identifying and highlighting trends and key drivers to Operations Manager
Regular monitoring of the quality of the teamand suppliersto ensure standards are being met, identify areas for improvement, sharing best practice
Establish and maintain a good working relationship with localcontacts at each local business
At Stagecoach we recognise just how important skills and experience can be and and we are interested in people who have previous experience in leading teams within a contact centre environment, across extended trading hours and a 7-day working week. Stagecoach workplace culture is one where everyone can be themselves and where all the differences our people bring to the business are celebrated. We welcome applications from all, irrespective of background, gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation or age.
Stagecoach Group Head Office 10 Dunkeld Road Perth PH1 5TW locations Perth, Perth and Kinross, United Kingdom
time type Full time
Welcome to Stagecoach, the UK’s #1 bus company.
Every day we help millions of passengers get to the people and places that matter to them,
connecting the communities we are proud to serve.
We operate some of the most recognised and successful public transport brands, driving growth through innovation, investment and high quality service to our customers.
Stagecoach Group is a leading multi-modal UK public transport company, with operations in England, Scotland and Wales.
The Group operates bus, coach, and tram services in regulated and deregulated markets.
Stagecoach is the UK’s biggest bus and coach operator. We have major city bus operations in London, Manchester, Liverpool, Newcastle, Hull, Sheffield, Oxford and Cambridge, as well as inter-urban services linking smaller locations. We also run the low-cost coach service megabus.