Customer Service Team Manager
4 weeks ago
Your main responsibilities will be:
Provide team management experience to a team of advisors including managing the team's work and assigning duties needed to achieve agreed SLA's. Manage the quality and efficiency of your teams' work ensuring compliance in the handling of customer queries. Understand internal policies and processes and ensure the team adhere to the principles correctly. Have the required knowledge to resolve complex customer queries around tickets, travel information and journey planners while adhering to rail operating companies' guidelines. Ensure development, training plans and coaching are in place for each team member, reviewing development activity and conducting period performance reviews. Work collaboratively with peers and stakeholders across the business, sharing best practice and resolving issues. Liaise with the people function of the business in conducting employee relations related meetings such as absence reviews, return to works, documented discussions and investigations. Mitigate client resolutions in line with agreed approval protocol, escalating where necessary. Share knowledge and identify training needs to develop and upskill the team. Maintain up-to-date knowledge of rail and customer contact industry developmentsAs a minimum, you will need to have:
Prior experience within a management / supervisor role Previous experience with employee relations meetings (absence reviews / return to works Excellent people management and customer service skills Computer literacy including Microsoft Technologies (Office 365, Teams) Working knowledge of regulatory issues including GDPR Enthusiastic, proactive, and passionate about providing excellent customer service. Able to diffuse difficult situations, articulate client needs and present solutions in a calm manner. Stakeholder management Organised and efficient with the ability to analyse large amounts of information. Exceptional communication skills both verbal and written.About the location
Remote Working
Working pattern
37.5 hours per week
Typical rotation: Mon – Fri - 8am – 6.30pm
(1 in 6 weekends)
Contact Centre Operational Hours 06:00-23:00 including weekends
The Reward
25 days Holiday plus National Bank Holidays Travel Offers for Bus and Rail* Payroll Giving – donate directly from your pay to a Charity of your Choice Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more All employee Share Schemes* Save as You Earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme, or take your savings as cash. Buy as You Earn - allows you to buy shares each month, with 2 free ‘matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares. Employee Assistance Helpline – free, confidential employee support service provided by an independent provider*after 6 months of employment
We all belong at First Customer Contact. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
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