Customer Service Manager Operations
4 days ago
Nexus is looking for a highly motivated and competent Operations Manager - Customer Services to lead and inspire our teams, to deliver a first-class service for all customers and stakeholders who use Nexus’ bus stations and the Shields Ferry service.
You will be responsible for the delivery of safe, punctual and excellent customer service experience on the Shields Ferry, managing all staff and operations. You will also be responsible for the safe operations and staffing of all Nexus managed interchangesand smaller bus stations across Tyne and Wear.
**Customer Service Manager Responsibilities**:
- To ensure all Nexus bus stations and the Shields Ferry operate in a safe manner.
- To ensure that employees working on Nexus’ bus stations and ferry deliver a first
- class customer service.
- Ensure all bus station employees and ferry crew are trained and competent to undertake their duties to the relevant standards, and in accordance with best practice.
- Work with ferry engineering employees and Principal Engineers to plan and deliver proactive and reactive maintenance on ferry vessels and infrastructure.
- To work with relevant stakeholders to improve the safety and customer service on Nexus’ bus stations and ferry.
- Work with contractors to ensure Nexus’ bus stations and ferry are a clean and safe environment.
- The post holder is expected to be flexible in undertaking the duties and responsibilities attached to their job and may be asked to perform other duties, which reasonably correspond to the general character of their job and their level of responsibility.
- The post holder is expected to maintain personal and professional development to meet the changing demands of the job and participate in appropriate learning and development activities.
- The post holder will ensure that Nexus’s Vision, Values and Behaviours are at the forefront of all that they do.
**Customer Service Manager Requirements**:
**Essential**:
- Degree or equivalent in an appropriate discipline
- Knowledge of Nexus’ responsibilities regarding the safety and operational requirements for bus stations.
- Knowledge of the regulatory, safety and operational requirements for operation of the Shields Ferry service
- Ability to effectively manage a wide range of operational and customer facing activities and employees across multiple sites.
- Strong planning, prioritisation and organisational skills relating to the delivery of customer facing services.
- Experience of managing a large scale multi-disciplined and safety focused operation.
- Experience in the development, deployment and motivation of high performing customer facing teams.
**Desirable**:
- Experience of management of contractors for facility management services and project delivery.
- Planning and delivery of capital projects.
**Location**: Tyne and Wear
**Contract Type**: Permanent
**Hours**: Full Time
**Salary**: circa £50,000 per annum (depending on experience)
You may have experience of the following: Customer Services Manager, Senior Customer Service Advisor, Customer Service Manager, Customer Service Lead, Customer Manager, Customer Experience Manager, Operations Manager, General Manager, Operations, Health andSafety, SHE Manager, etc.
Ref: 137 710
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