Customer Relations Team Coach

1 week ago


Wakefield, United Kingdom Arriva Group Full time

**Customer Relations Team Coach**

**Location**: Wakefield Kirkgate Station

**Salary**: £23,371.86 pa

Like many commercial businesses, Grand Central has seen its challenges over the past 2 years. Although we are small in size, we are resilient. Thanks to our dedicated Team and loyal customers, we are preparing ourselves for a better future. Grand Central is an open-access train operator linking the Northeast and West Yorkshire with London. We are also part of Arriva who have a large and diverse portfolio of train and bus operating companies in the UK and Europe.

We are a unique and distinctive train company and are proud of our history, putting our customers at the heart of what we do.

True to our values, we have a real Belief in Better as we look forward to moving into a new post pandemic era. In preparing for that we are recruiting for Customer Relation Team Coach to support our Customer Relation Consultants to deliver the best possible standards for our customers.

We are looking for a person who is highly motivated to be a proactive part of our growing business. If you’re an enthusiastic individual who enjoys coaching & inspiring others, engaging with customers, problem solving, with a passion for customer service and can keep your calm in a fast-paced environment, this may be the position for you

As the Customer Relations Coach, you will be responsible for providing coaching and support to the Customer Relations Consultants. Displaying role model behaviours, positively engaging with customers to resolve enquiries and delivering the brilliant customer service.

You will be responsible for the creation and maintenance of new training materials for the team. And in the absence of the Customer Relations Manager, you will have supervisory responsibilities on their behalf.

As we diversify to better support our customers, future working hours may range between 06:00 and 22:00, 7 days a week so flexibility is required. If and when that happens, Rosters will be provided 6 months in advance so you can plan ahead

**Main Responsibilities**:
You’ll be the voice of Grand Central, so as well as needing excellent customer service skills, you’ll need to think on your feet as you perform dual duties of a Customer Relations Consultant and Coach role as detailed:
Manage the performance and coach Consultants for the continuous improvement in the quality and standards delivered to our customers and creation of ad-hoc reporting

Collate customer feedback for areas of improvement across the end-to-end customer journey to use as a coaching and learning opportunities within Customer Relations and the wider Grand Central Team

Track Key Performance Indicators of the team and create and deliver appropriate coaching in line with SMART ethos to ensure Customer Relations maintain performance levels

Deliver role model standards of behaviour and customer service, demonstrating Grand Central Brand Drivers

Act as a referral point for the team for queries and support, using this as a learning experience to improve service and build knowledge

Champion change and encourage colleagues to do the same by challenge processes to improve service and customer experience, progressing these to implementation as appropriate

Work on projects in collaboration with the wider Grand Central and Arriva teams

Provide supervisor support to the team in the Customer Relations Manager’s absence

Creation and maintenance of coaching and training documents, competency documents and process documents

Establish and maintain effective relationships with Grand Central departments and other Train Operating Companies

Provide additional resource for phonelines and case work during periods of annual leave and absence of colleagues

Respond to written customer correspondence in a timely manner, working in accordance with departmental targets

Ensure customer details and contact summaries are accurately recorded on the CRM system

Proactively advocate the wider Grand Central product offering, including website account sign-up, promotions, and benefits of purchasing tickets online

Undertake additional tasks as directed by your manager

**Requirements**:

- A minimum of 2 years’ experience in a customer service environment in a coaching or supervisory role
- Strong team player with a resilience to working in a highly demanding, fast paced environment with competing priorities
- Ability to handle complaints and difficult situations in a calm and understanding yet effective manner
- Have excellent communication and inter-personal skills
- Strong leadership and coaching qualities
- Excellent organisational and planning skills
- Good presentation skills with strong verbal and written communication skills
- Ability to provide excellent customer service in line with the organisational vision

**If you’re successful, you’ll can enjoy the following benefits straight away**
- Contributory Pension Scheme: Arriva Workplace Pension Plan (AWPP) provided b


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