Service Excellence Team Lead
4 weeks ago
As the Service Excellence Team Manager at Network Rail, you will lead a team of Executive Support Assistants/Co-ordinator and Area Support Analysts dedicated to delivering top-tier service excellence for senior management. Your role will focus on streamlining operations, boosting employee skills, and developing clear and effective customer communications.
Main Responsibilities
- Lead and manage a team to deliver impactful training, coaching, and customer service.
- Foster a customer-centric approach, improving communications and service delivery.
- Support the growth of team members, helping them reach their full potential.
About the Role
- Manage a team of executive services assistants and co-ordinator to deliver an executive query response service to our most prestigious customers in the business.
- Manage a team of area support analysts to embed a training and service strategy to improve the customer and employee journey.
- Identify and forecast training needs that support the service model.
- Develop and deliver succinct clear communications to both the helpdesk and relevant business areas.
- Regularly liaise with second-line teams to review and update our customer portal.
- Control and own helpdesk technology customer communications.
- Analyse customer data to identify gaps in the service model.
- Engage the Helpdesk teams to improve operational performance.
- Responsible for delivering a right first time customer service in line with pre-agreed KPI's and SLA's.
Requirements
- Proven experience as a Trainer, Training Facilitator, or similar role.
- A passion for people, previously managed a team of trainers facilitating learning & development.
- Have a clear and concise communication style.
- Familiarity with modern training methods and coaching techniques.
- Excellent communication and negotiation skills.
- Ability to draft clear, concise, and effective training materials.
- A strong understanding of customer service practices.
- Highly organised and able to manage multiple tasks simultaneously.
- Ability to influence and interact with stakeholders at a senior level.
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Service Excellence Team Manager
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Manchester, United Kingdom Network Rail Full timeBrief Description Key Purpose: As the Service Excellence Team Manager, you will lead a team of Executive Support Assistants/Co-ordinator and Area Support Analysts dedicated to delivering top-tier service excellence for senior management alongside training and coaching for the helpdesk. Your role will focus on streamlining operations, boosting employee...
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