Customer Service Leader

2 months ago

Sheffield, Sheffield, United Kingdom East Midlands Trains Full time

About East Midlands Railway (EMR)

We are a team dedicated to providing safe and reliable journeys for our customers. We strive to deliver exceptional service, maintain high safety standards, and continuously improve the travel experience. Our commitment to these values is reflected in our recognition as a Top Employer eight times over.

About the Role: Station Duty Manager - Sheffield

As a Station Duty Manager, you will play a vital role in leading and managing our Customer Experience team at Sheffield station. You will be responsible for ensuring smooth operations, delivering exceptional customer service, and fostering a positive work environment.

Key Responsibilities:
  • Lead and develop a high-performing team of Customer Experience staff, providing guidance, support, and performance management.
  • Ensure adherence to safety, security, and environmental procedures at the station, maintaining a safe and secure environment for passengers and staff.
  • Implement and monitor customer service strategies to enhance customer satisfaction and address any concerns effectively.
  • Manage financial controls and resources within the allocated budget, ensuring efficient use of funds.
  • Collaborate with stakeholders, including trade unions, to maintain positive relationships and resolve issues promptly.
  • Promote a culture of continuous improvement by identifying opportunities for enhancing service delivery and operational efficiency.
Skills and Qualifications:

We are seeking an experienced and dedicated leader with a passion for customer service. You will possess:

  • Proven experience in managing teams within a customer-focused environment.
  • Strong communication, interpersonal, and problem-solving skills.
  • A commitment to delivering exceptional customer experiences.
  • Knowledge of employment law and health & safety regulations.
  • Excellent organizational and time management abilities.

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