Customer Relations Supervisor

6 months ago


Birmingham, United Kingdom West Midlands Trains Full time

**Role type**:Full
- time, permanent

**Location**:Birmingham (hybrid working model)

**About Us**

To lead a nominated team of Customer Relations Advisors, contributing to Customer Relations department processes, meeting all service levels and compliance targets.

**Job Purpose**
- Ensure compliance with the Office of the Rail Regulator (ORR) targets for timescale and quality of responses
- Meet agreed performance targets on quantity of output to customer enquiries whilst ensuring that required standards of quality are met
- Ensure that team of Customer Relations Advisors also meet the above accountabilities
- Actively develop and maintain awareness of all changes within West Midlands Trains operations that impact on West Midlands Trains customers
- Ensure all customer compensation agreed is justified and administered according to departmental guidelines and processes
- Ensure all information regarding any events of major operational significance is communicated to customers, appropriate sections of West Midlands Trains and any relevant third parties
- Supervise nominated team of Customer Relations Advisors
- Oversee daily work allocation throughout the Customer Relations Department
- Monitor team performance and quality of response to customer enquiries and complaints, using information held on Customer Relations database software.
- Provide direction, training, support, coaching and guidance to Customer Relations Advisors
- Carry out regular ‘one to one’ staff reviews
- Carry out MFA level 1 attendance procedures for own team of Customer Relations Advisors
- Carry out and action weekly open case report for Customer Relations Advisors and Administrators

**What does the job involve?**
- Monitor team performance and quality of response to customer enquiries and complaints using information held on Customer Relations database
- Report on quality of analysis coding entered onto the West Midlands Trains Customer Relations software by own team of Customer Relations Advisors
- Retain customers and reduce revenue risk
- Distribute operational information such as press releases, timetable changes, disruption information and engineering works to Customer Relations department
- Research and resolve customer enquiries and complaints to the customer’s satisfaction
- Investigate customer enquiries and complaints using various internal and external train operation information systems.
- Prepare standard and non standard written responses to customers including responding to direct contact to the Managing Director as directed.
- Provide clear written and/or oral communications with customers
- Maintain and develop a good knowledge of the rail industry and West Midlands Trains businesses and operations
- Provide support to front line station staff in resolving customer complaints and enquiries
- Responsible for the Customer Relations Department telephone system
- Any other duties commensurate with the grade and post and as required

**Please see the attached job description for full responsibilities list.**

**What skills and experience do I need to do the job?**
- Knowledge of the rail industry and the geography of West Midlands Trains is essential but can be learnt in post
- Previous supervisory experience is essential for those new to the rail industry but otherwise preferred
- Ability to use Microsoft Office software, including Word and Excel to a high standard is essential
- Experience of using Customer Relationship Management systems is essential for the post but system-specific training will be delivered for new entrants
- Previous experience of a customer service environment is essential
- Detailed knowledge of the Passenger Charter and the National Rail Conditions of Carriage is essential but can be learnt in post

**What are the salary and benefits?**
- Salary of £36,997 and excellent benefits
- Free travel on all our trains and those of other train companies within our parent group company - for you, your partner and any dependent children
- 75% off all other train company travel tickets
- Discounted international train tickets
- Generous pension scheme
- Annual cycle to work scheme
- Discount, savings and cashback scheme from top retailers
- Health and wellbeing schemes and discounts
- Career development opportunities

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.



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