Service Excellence Team Lead

4 weeks ago


Manchester, United Kingdom Network Rail Full time
Job Summary

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.


  • Manchester, United Kingdom Network Rail Full time

    Brief 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...


  • Manchester, United Kingdom Carlisle Support Service Full time

    About the RoleCareer Opportunities are available at Carlisle Support Service for a Head of Business Excellence and Learning. This position offers an excellent chance to work with one of the UK's leading support services providers, delivering events, security cleaning, and retail facilities support services to renowned sites and critical infrastructure.The...


  • Manchester, United Kingdom Pinsent Masons Full time

    About the RoleWe are seeking a Delivery Excellence Lead to join our Vario team at Pinsent Masons. As a key member of our Managed Legal Services (MLS) team, you will be responsible for delivering high-quality legal services to our practice groups and external clients.


  • Manchester, United Kingdom ENGINEERINGUK Full time

    About ENGINEERINGUKAre you a passionate leader with a knack for optimizing processes and empowering teams? Our Shared Services team is looking for an exceptional Service Excellence Team Manager to drive operational efficiency and enhance service delivery.Role: Service Excellence Team ManagerLocation: Shared Services officeSalary: Band 4B 35,582- 40,029 per...


  • Manchester, United Kingdom Lead Careers Full time

    About the RoleWe are seeking a highly skilled and experienced Senior Landscape Planner to join our team in Manchester or Leeds. This is a career-defining role for a seasoned professional who has made Landscape Planning their specialty.Key ResponsibilitiesLead and deliver projects independently, with a focus on delivering high-quality results and meeting...

  • Service Team Lead

    4 weeks ago


    Manchester, United Kingdom The Solution Automotive Limited Full time

    Job Title: Service Team LeadAbout the Role:The Solution Automotive Limited is seeking an experienced Service Team Lead to join their team. As a Service Team Lead, you will be responsible for ensuring the delivery of exceptional customer service, standards, and processes within the service department.Key Responsibilities:- Meet and exceed customer...

  • Care Team Leader

    3 weeks ago


    Manchester, United Kingdom Anchor Hanover Full time

    About This RoleWe are seeking a highly skilled and motivated Care Team Leader to join our team at Anchor Hanover.This is an exciting opportunity to work in a purpose-built home for people living with dementia, providing high-quality care and support to our residents.As a Care Team Leader, you will be responsible for leading a team of care staff, ensuring...


  • Manchester, United Kingdom Muller Group Full time

    Müller UK & Ireland is wholly owned by Unternehmensgruppe Theo Müller which employs over 31,000 people throughout Europe. In the UK, Müller develops, manufactures and markets a wide range of branded and private label dairy products made with milk from 1,300 farmers in Britain.Müller is ranked within the top 20 in The Grocer’s Top 100 list of...


  • Manchester, United Kingdom N Brown Group Full time

    N Brown Group is a forward-thinking digital retailer with a financial services proposition to be proud of. We're committed to building a diverse workforce and creating an inclusive environment that values equality for all. Our vision is to become the most loved and trusted fashion retailer by championing inclusion.About the Role:We're seeking an experienced...


  • Manchester, United Kingdom Northrop Grumman Corp. (AU) Full time

    Driving Project Excellence in Aerospace and DefenceAt Northrop Grumman Corp. (AU), we are passionate about delivering innovative solutions that transform the Aerospace and Defence sectors. As a Project Excellence Lead, you will play a pivotal role in driving project delivery excellence and improving customer satisfaction.The ideal candidate will possess...


  • Manchester, United Kingdom Cognizant Full time

    Cognizant – A Global Leader in Infrastructure ServicesOur client, a renowned leader in infrastructure services, is seeking an experienced Service Desk Shift Lead to join their team. As a key member of our global service desk, you will play a crucial role in providing 24/7/365 support to clients across various industries.This is an exceptional opportunity...


  • Manchester, United Kingdom Barcrest Group Limited Full time

    Job DescriptionAs a Process Excellence Lead, you will be responsible for leading initiatives to improve our Accounts Receivables processes, specifically the invoicing processes.Key Responsibilities:Drive change initiatives by communicating proposed changes, providing training and support to stakeholders, and ensuring smooth transition to new...


  • Manchester, United Kingdom Proxymity Full time

    Proxymity is a pioneering investor communications platform. Our unique and cutting-edge solution connects listed companies with their shareholders via their intermediaries in real-time. This creates a more efficient, accurate, and transparent solution for the industry. Proxymity is here to change the investor communications landscape. Our mission is to make...


  • Manchester, United Kingdom SF Recruitment Full time

    Job Title: Procurement Lead for Manufacturing ExcellenceLocation: FailsworthSalary: £50,000 per annumJob Type: Full-Time, PermanentOur client is a dynamic and growing manufacturing company committed to delivering high-quality products worldwide. They pride themselves on innovation, efficiency, and excellence. To support their continuous growth, we are...


  • Manchester, United Kingdom NICE – The National Institute for Health and Care Excellence Full time

    NICE – The National Institute for Health and Care Excellence is a world-leading healthcare organisation committed to improving health and wellbeing. We are passionate about our work, striving for excellence in everything we do.We are seeking an experienced Administrative Coordinator to join our Methods and Economics Team (MET). As a key member of the team,...


  • Manchester, United Kingdom GXO Logistics Full time

    Company Overview:GXO Logistics is a leading supply chain company.Job Summary:We are seeking a Customer Service Team Lead to manage our customer service team.Key Responsibilities:Lead a team of customer service representativesDevelop and implement customer service strategiesEnsure high-quality customer serviceRequirements:Experience in customer service...


  • Manchester, United Kingdom Raisin Full time

    Lead Customer Service Team in a Dynamic Financial Services EnvironmentWe are seeking an experienced and skilled Customer Service Team Lead to join our team in Raisin UK. As a key member of our customer service team, you will be responsible for leading a team of customer service representatives, ensuring they have the necessary skills and knowledge to deliver...


  • Manchester, United Kingdom GENEX Global Environmental Excellence Full time

    Job Title:Legionella Risk Specialist and Water Services ManagerAbout the Role:We are seeking a highly motivated and experienced Legionella Risk Assessor and Water Management Specialist to join our dynamic team at Genex Global Environmental Excellence.Key Responsibilities:Oversee the effective management and implementation of water management and energy...


  • Manchester, United Kingdom Sexy Fish Manchester - Team Member Full time

    About the Role: We are seeking a highly motivated and experienced {title} to join our team. The successful candidate will be responsible for leading a team of professionals to achieve business objectives.Key Responsibilities:Lead and manage a team of professionalsDevelop and implement business strategiesCollaborate with cross-functional teamsRequirements: To...


  • Manchester, United Kingdom HVAC Recruitment Full time

    Job DescriptionWe are looking for a skilled Building Services Team Lead to join our team at HVAC Recruitment. The successful candidate will be responsible for managing a team of engineers, overseeing tasks, risk assessments, permits, and projects. This role offers a dynamic blend of leadership and occasional hands-on work.Key ResponsibilitiesManage all...