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Service Operations Manager

2 months ago

Birmingham, Birmingham, United Kingdom XC Trains Limited Full time

Customer Service Manager – XC Trains Limited

XC Trains Limited is looking for a skilled Customer Service Manager to enhance our team.

The successful candidate will oversee the management and leadership of customer service teams across various locations, including responsibilities such as supervising Train Managers, catering services, revenue protection, cash management, station access agreements, station operations, and train maintenance. Please be aware that this position is critical to safety.

Key responsibilities include:

Team Leadership:

Direct and guide all Customer Service Teams in alignment with business goals and in compliance with relevant regulations, industry standards, directives, and codes of conduct to ensure a secure and risk-free environment.

Exceptional Service:

Guarantee the consistent delivery of outstanding service to all customers, adhering to business specifications and striving for continuous improvement in our service offerings.

Employee Development:

Inspire, nurture, coach, communicate with, and evaluate our personnel, fostering an environment that encourages positive contributions to the company while enabling individuals to reach their full potential.

Safety Management:

Lead and manage teams to ensure the safety of both employees and customers, ensuring adherence to legislation and our Safety Management System, while seeking opportunities to enhance safety performance and achieve our safety objectives.

Financial Oversight:

Manage all aspects of the budget while operating within designated financial authorities. Ensure that cash management and handling align with business protocols and security measures.

Operational Efficiency:

Foster best practices in train crew productivity, including the development of efficient schedules, managing rest day work, reducing time lost due to illness, and optimizing rostered duties. Evaluate performance through timely and relevant indicators and metrics.

Operational Competence:

Ensure that personnel possess the necessary skills to perform their duties safely and confidently. Undertake on-call responsibilities and maintain personal proficiency in the role of Senior Conductor/Train Manager.

Revenue Assurance:

Oversee and lead the provision of excellent revenue protection in accordance with the business strategy and commercial considerations, through fully engaged and competent personnel.

Candidates should clearly demonstrate their experience in the following areas:

  • Developing talent through motivation, coaching, and effective communication.
  • Operational development - ensuring personnel have the necessary skills, safety, and confidence to perform their roles.
  • Leading and guiding teams to achieve business objectives in a secure and risk-free environment.
  • Delivering consistent and excellent service to customers while continuously seeking to enhance service quality.
  • Demonstrating effective practices in train crew productivity, developing efficient schedules, managing rest day work, and reducing absenteeism.

The ideal candidate will possess substantial experience in a comparable role and demonstrate competence in the following areas:

  • Ability to manage a large and geographically diverse team.
  • Strong leadership capabilities with proven motivational and interpersonal skills.
  • Solid understanding of the role's dimensions.
  • Ensuring accurate and secure cash handling and management.
  • Qualification in catering hygiene.
  • Experience in management, employee welfare, discipline, and service conditions.
  • Confidence in presenting to groups of managers.
  • Ability to present statistical data and a willingness to challenge existing practices.