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Customer Service Lead

2 months ago

Huddersfield, West Yorkshire, United Kingdom TransPennine Express Full time
We're TransPennine Express and we're going places. Whether that's helping customers reach their destination, or ensuring our colleagues feel fulfilled and supported in their careers. We're looking for people with drive and enthusiasm to join our amazing team and help push for more progress within the rail industry. We look forward to meeting new faces and eager minds, ready to join our mission of creating a better-connected network in the North and Scotland, for good.

We have an excellent frontline management opportunity for a Station Team Leader at Huddersfield train station.

You'll be a part of the Customer Experience team and customer service is at the heart of TransPennine Express. Our customers expect us to get it right, they expect ownership and consistency. You'll make sure we met and surpass these expectations. How? By leading and inspiring the station customer experience team to perform at their best. You'll be a role model of customer service excellence, provide visible leadership and encourage high employee engagement.

You will ensure that you and your team are highly visible at the ticket office and on the platform, assisting customers and keeping them informed about service information including any train and platform changes.

In times of train service disruption, you'll show strong leadership and ownership, taking the situation under control. You'll need to be skilled at making logical decisions and influencing others in order to minimise the impact on our customers and ensuring they feel well informed.

As well as managing the team you'll also ensure the station runs safely and efficiently as possible, making sure it looks at its best in terms of cleaning and general presentation.

Ideally you will be experienced in effectively managing/supervising a small team in a customer service environment. You'll be an approachable, hands-on Team Leader with high customer service standards. Your comfortable working a varied shift pattern, and are able to get to the station within a reasonable commuting time.

Applicants must be able to demonstrate the following:
  • Excellent customer service skills
  • Friendly and approachable manner
  • Good Maths and English
  • Good computer literacy with the ability to use Microsoft packages
  • Supervisory experience including absence management, performance management and recruitment activities.

If that sounds like the right fit for you, we'd love to hear from you, please click apply complete an application form and upload a copy of your CV and a Covering Letter.

What can we offer you?
  • Excellent career prospects.
  • A personal development plan.
  • Fully funded structured training and development*.
  • Competitive salary paid on 4 weekly basis.
  • Generous annual leave entitlement.
  • Free TransPennine Express rail travel for you and your dependants*.
  • Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 years' service* for you and your dependants*.
  • Free & Confidential Employee Assistance Program and Wellbeing Portal 24 hours a day, 7 days a week to help you with any finance, family, health, or wellbeing issues you have. We make sure there's someone on-hand to offer guidance, advice, and useful information for our people when they are experiencing hardship at work or at home.
  • Option to join the Railway Pension Scheme with significant employer contributions.
  • Family friendly maternity and paternity benefits.
  • Plus, high street and lifestyle discounts as well as a cycle to work scheme*.

*Terms and conditions apply.

Help take the north further.

Going places has never felt better

At TransPennine Express, it's our goal to help people reach their full potential. We offer the opportunity to not just join the transformation of the rail industry, but to lead it. Our values are designed with every team member in mind; whether it's ensuring you feel free to be yourself at work, or encouraging everyone to pull together and support each other. We promise to value our people for the individuals they are. Whichever department becomes your destination, from the tip of the train, to the tail, our only focus is heading at full speed into the future. So, if making people crack a smile helps you feel at home, and raising standards is second nature to you, we'd love to have you onboard.

To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process, click the Apply button below to Login/Register.