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Customer Service Director

2 months ago

Birmingham, Birmingham, United Kingdom XC Trains Limited Full time

Customer Service Manager – XC Trains Limited

XC Trains Limited is seeking a seasoned professional to lead the Customer Service team in delivering exceptional service to our customers.

The successful candidate will be responsible for:

Leading the Team:

Direct and manage the Customer Service team to achieve business objectives, ensuring a safe and risk-free environment.

Service Excellence:

Ensure consistent delivery of excellent service to customers, continuously improving the service offered.

Developing People:

Motivate, develop, coach, and communicate with team members to achieve their potential and contribute to the company's objectives.

Safety and Compliance:

Lead the team to ensure safety and compliance with legislation, industry standards, and company policies.

Finance and Operations:

Manage cash handling, cash management, and station operations, ensuring accuracy and security.

Productivity and Performance:

Develop good practice in train crew productivity, improving time lost through sickness and release from rostered turns.

Key Requirements:

  • Proven experience in leading and managing teams.
  • Strong leadership and interpersonal skills.
  • Ability to manage large and geographically dispersed teams.
  • Sound understanding of the role's dimensions.
  • Ability to ensure cash handling and management is accurate and secure.
  • Qualified in catering hygiene.
  • Experience in management, welfare, discipline, and conditions of service.
  • Confident in presenting to groups of managers.
  • Able to present statistical data and willing to challenge existing practices.