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Customer Service Team Lead

2 months ago

Linton, United Kingdom Transport UK East Anglia Limited Full time
About the Role

We are seeking a highly motivated and experienced Customer Service Team Lead to join our team at Transport UK East Anglia Limited. As an Assistant Area Customer Service Manager, you will be responsible for leading a team of customer-facing staff at a busy railway station in Cambridge.

Key Responsibilities
  • Lead a team of around 40 colleagues to deliver exceptional customer service and ensure the smooth operation of the station.
  • Manage all aspects of the customer service department, including dispatchers, ticket office, gateline, and welcome hosts staff.
  • Oversee peak time and event service management, understanding the causes of and developing innovative solutions to mitigate train service delays.
  • Uphold the highest standards of customer service, especially during times of disruption or service alterations.
  • Manage colleague engagement, development, performance, and attendance, ensuring compliance with HR business practices.
What We're Looking For

We are looking for a candidate with experience in line management, who can motivate, inspire, and empower others to reach challenging organisational goals. You should have a sound commercial awareness and an understanding of P&L accountabilities.

Benefits
  • Defined Contribution pension scheme after 2 years, with option to move to Defined Benefit (Final Salary) pension scheme.
  • Free travel on GA and 75% discount on other TOCs for leisure travel.
  • Free Leisure travel on GA and 75% discount on other TOCs for eligible family members.
  • International travel discount card (FIP) for staff and eligible family members after 12 months service.
  • Maternity, paternity, and adoption leave, as well as shared parental leave after 26 weeks of service.
  • 24/7 Employee assistance programme, eyecare, and flu jab vouchers, and access to physiotherapy services.
  • Annually issued 12 discount vouchers for family and friends to use.
  • Salary Sacrifice schemes such as Cycle to work and Technology scheme (eligible once passing probation).