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Route Information and Customer Experience Manager
2 months ago
We are seeking a highly skilled and experienced professional to join our team as a Route Information and Customer Experience Manager. This is an exciting opportunity to work with our Operations team to deliver exceptional customer experiences and ensure the smooth operation of our services.
Main Responsibilities- Manage the customer experience and information within the relevant service delivery pod, ensuring that customers receive accurate and timely information during times of normal service operation and disruption.
- Implement the SWR PIDD plan in real-time, ensuring that customers' needs are met during disruptive events, and provide effective communication with alternative transport providers.
- Liaise with other TOCs and Transport Providers to provide alternatives during times of disruption, and ensure that planned alternatives are running to plan.
- Compile and update CSL2 messaging using Tyrell IO and other systems, and provide general information to customers using the same systems.
- Proactively communicate with first-line teams about disruption, providing the problem, impact, and advice, and ensure that information systems are kept up to date with the most up-to-date information.
- Provide details of late-running, cancelled, and otherwise altered train services using Tyrell IO and other systems, and enact the Day A for Day B process to ensure that information systems are as up to date as possible.
- Set up the log for the following day, and send Tyrell messages to advise Guards and station colleagues of planned and unplanned passenger assistance.
- Coordinate contractor response to any emergency fault at stations outside of Station Property Helpdesk hours, and contribute to the recording of incidents in the logging system.
- Maintain a safe working environment for yourself, colleagues, and other users of the WICC/WSDT, and report any unsafe working practices to the relevant person.
- A good level of general education.
- A high level of grammar, spelling, and verbal communication skills.
- Ability to make quick decisions and prioritize.
- IT literate, with the ability to learn new systems.
- Good knowledge of the SWR network, service patterns, traction, stations, and crew.
- Experience in a customer service environment.
- Availability to work shift patterns.
The role will be based at our Basingstoke Campus, a state-of-the-art Operating Centre and training facility located near Basingstoke station. The office space and technology on site are modern, with additional facilities including a gym and canteen.
Working PatternThe role will require working an average of 37 hours per week, with a mixture of early, late, and night shifts, including weekends. You will work as part of a team covering a 7-day week roster and must be able to work any 5 days out of 7.
