Customer Contact Supervisor
3 months ago
**Why LNER?**
Our vision is to be the most loved, progressive and responsible way to travel for generations to come, and we're looking for the people who can deliver this, every day.
Since we took over the East Coast route, we've been changing the face of travel. Our new fleet of Azuma trains are delivering faster journey times, more space, comfort and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join. We were the first and are currently the only franchised rail operator to achieve customer numbers back to pre-pandemic levels and we are leading the charge to transform rail through digital and customer focussed innovation.
Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.
Are you on board?
**So what exactly does a Customer Contact Supervisor do?**
You will work closely with the Contact Centre Manager and be responsible for leading and managing a team of Contact Centre Agents. You will do this by providing an amazing and seamless experience to customers who contact London North Eastern Railway.
Key aspects of the Customer Contact Supervisor role:
- Lead and motivate a team of Customer Service Representatives to deliver the best possible customer experience, having the customer and colleague at the heart of everything you do.
- You will need to be driven by performance to ensure all customer contact and business objectives are achieved.
- Oversee the workload of the team, allocating resource to maximise performance always looking for a positive outcome
- A customer and colleague champion who genuinely cares about people.
- Coach each team member and provide structured feedback in order to drive continuous improvement, treating everyone fairly by doing the right thing.
- Liaise with other key internal business functions and stakeholders where complex issues require; seek and offer assistance to bring about a positive customer experience protecting the business like its your own.
- Maintain and update systems and records with accuracy and attention to detail.
- Demonstrate an understanding of complex processes specialised skills and technical knowledge by fully utilising software systems (CRM Customer Relationship management)
***What you'll need**:
- You will be extremely motivated with high energy levels and have a natural ability to lead a team of colleagues to meet the LNER vision.
- Able to support a team to deliver our customer promises and maintain all key performance indicators which make the customer contact function a success.
- You will be able to act decisively while protecting the business in every decision you make, treating company money as if its your own.
- Exercises good judgment and makes effective, sound, timely and informed decisions. Leverages diversity and inclusiveness.
- Be a positive role model, inspiring your team through good intentions, which mirror your own behaviours. Everything you do for your colleagues will lead to a great customer experience
**What you'll get**:
- Free travel on LNER + 75% off other companies' tickets (for you & dependents)
- Discounted international train tickets (after one year's service)
- 50% discount on LNER tickets for friends & family
- Generous pension scheme
- Annual cycle to work schemes
- Discount, savings and cashback scheme from top retailers
- Health & wellbeing schemes and discounts
- Host of training opportunities to help further your career
- Rewards & awards to recognise when you shine
**What we believe**:
To be the most loved, progressive and responsible train operating company, we must make a meaningful difference - always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.
We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey - and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave
**Diversity and inclusion**
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.
**Developing our people**
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.
**Health & wellbeing**
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.
**What next?**
As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER - without delay
Start your journey here
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