Client Services Supervisor

3 weeks 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 chosen candidate will oversee the management and leadership of customer service teams across various locations, engaging in responsibilities such as supervising Train Managers, catering services, revenue assurance, cash management, station access agreements, station operations, and train maintenance. This position is critical for safety.

Key responsibilities include:

Team Leadership:

Direct and guide all Customer Service Teams to align with business goals while adhering to relevant regulations, industry standards, and safety protocols to maintain a secure environment.

Exceptional Service:

Ensure the consistent delivery of outstanding service to all customers, in line with company standards, while striving for continuous improvement in service quality.

Employee Development:

Inspire, train, mentor, and communicate effectively with team members, fostering an environment that encourages positive contributions to the organization while helping individuals reach their full potential.

Safety Management:

Lead teams to guarantee the safety of employees and customers, ensuring compliance with safety regulations and actively seeking opportunities to enhance safety performance and achieve safety objectives.

Financial Oversight:

Manage all aspects of budgeting and operate within assigned financial limits. Ensure cash management and handling align with company policies and security measures.

Operational Efficiency:

Promote best practices in crew productivity, including developing effective schedules, managing rest days, minimizing absenteeism, and evaluating performance through appropriate metrics.

Revenue Assurance:

Lead and manage the implementation of effective revenue protection strategies in accordance with business objectives and commercial considerations, ensuring a fully engaged and competent workforce.

Candidates should clearly demonstrate their experience in the following areas:

  • Developing talent through motivation, coaching, and effective communication.
  • Operational enhancement - ensuring team members possess the necessary skills and confidence to perform their roles safely.
  • Leading teams to achieve business goals in a secure environment.
  • Delivering consistent and excellent customer service while seeking ongoing improvements.
  • Demonstrating effective practices in crew productivity, developing efficient schedules, managing rest days, and reducing absenteeism.

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

  • Ability to manage large, geographically diverse teams.
  • Strong leadership skills with proven motivational abilities and excellent interpersonal skills.
  • Solid understanding of the role's responsibilities.
  • Ability to ensure accurate and secure cash handling and management.
  • Qualified in catering hygiene standards.
  • Experience in management, employee welfare, disciplinary actions, and service conditions.
  • Confidence in presenting to groups of managers.
  • Ability to present statistical data and challenge existing practices.

Explore the opportunity to join a dynamic team at XC Trains Limited and contribute to our commitment to exceptional customer service.



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