Service Delivery Operations Manager
1 week ago
Job Title: Service Delivery Operations Manager
About ArrivaArriva plc is an industry-leading train operating company, responsible for running the London Overground network under a Concession Agreement with Transport for London (TfL). We are part of the Arriva group and have a vision to become the leading passenger transport partner across Europe.
We aim to deliver more than 2 million customer journeys every day, making us one of the largest rail operators in the UK. Our commitment to sustainability and digitization is at the forefront of our business strategy.
About the RoleWe are seeking two experienced Service Delivery Managers to join our team at Edmonton Green station. As a Service Delivery Manager, you will be responsible for leading all aspects of service delivery within a defined group of stations, including managing frontline staff, ensuring customer service and retail standards are continuously delivered, and owning and managing customer service delivery processes to drive continuous improvement in customer satisfaction.
This role involves working closely with internal teams to ensure accurate and timely service information is available for customers and employees. You will also be responsible for auditing Ticket Office operations and implementing performance improvement actions.
Key Responsibilities- Lead station employees to ensure customer service and retail standards are consistently met.
- Collaborate with internal teams to provide accurate and timely service information.
- Owning and managing customer service delivery processes to enhance customer satisfaction.
- Audit Ticket Office operations and implement improvements.
- Manage cost budgets through efficient rostering, absence management, and consumables orders.
We offer a competitive salary range of £40,000 - £60,000 per annum, depending on experience. In addition to a generous salary, we also offer:
- Free Travel for you and a nominated person on TfL Network.
- Discounts on European rail services after 1 year of service.
- Free travel on Arriva branded rail services around the country.
- 75% discount off season tickets on other Train Operating Companies.
- Arriva Village – web-based discounts on various products/services.
- Employee Assistance Programme – 24hr helpline covering various subjects.
To succeed in this role, you should have:
- A strong understanding of the railway industry and contract management.
- Excellent communication skills with a leadership personality.
- Good commercial awareness.
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