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Assistant Area Customer Service Manager
2 months ago
We are seeking a motivated and experienced leader to join our Customer Service Team as an Assistant Area Customer Service Manager based at Cambridge.
About the RoleThis is a key management position in a fast-paced environment, responsible for leading a team of around 40 colleagues at large mainline stations. As a people-focused leader, you will be responsible for all operations at a complex station, ensuring that your team delivers a safe, punctual, and customer-centred railway each day.
Key Responsibilities- Oversee all aspects of the customer service department in this area, including teams of dispatchers, ticket office, gateline, and/or welcome hosts staff.
- Manage day-to-day issues such as rostering and sickness, ticket office and cash processes, and ensure compliance with dispatch competence management systems.
- Regularly oversee peak time and event service management at stations, understanding the causes of, and developing innovative solutions to mitigate train service delays at stations.
- Uphold the highest standards of customer service, especially at times of disruption or service alterations, and undertake audits to uphold safety critical dispatch standards, while maintaining exemplary standards of safety compliance.
- Manage a Customer Service Team to ensure compliance with all HR business practices, including colleague engagement, colleague development, performance, and attendance management.
We are looking for a colleague who has experience of line management and a natural ability to motivate, inspire, and empower others to reach challenging organisational goals. The colleague should have a sound commercial awareness and an understanding of P&L accountabilities.
Occasional weekend and early morning/late evening work should be expected in addition to an on-call commitment.
