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PA over night supervisor
4 months ago
Your main responsibilities will be:
Provide supervision to the overnight passenger assist team. Deliver exceptional customer service. Ensure customer satisfaction levels are maintained across the night service. Respond to emails, webforms and customer calls in a timely manner. Respond to customer contact according to the relevant passenger charter and business process. Achieve performance objectives while adhering to standards. Maintain accurate customer records on our CRM system (Salesforce) Identify and escalate high profile/priority customer contact to the relevant management team. Work across different business areas to understand the root cause of customer contact and assist with continuous improvement. Continuously strive to improve personal knowledge and development via training sessionsAs a minimum, you will need to have:
Prior experience within a management / supervisor role Passion for delivering excellent customer service. Computer literacy (Microsoft Office 365) Patience and empathetic nature with a calm head to deal with difficult calls. Flexible in your approach to work due to an ever-changing customer services environment Strong Stakeholder Management Proven ability to highlight issues and provide solutions in a customer centric manner. Excellent organisational skills with an ability to prioritise work. Excellent verbal and communication skills Previous experience within a corporate environment / rail industry is desirable but not essential.About the location
Sheffield city centre. Ten minutes' walk from Sheffield Station. Travel to other UK locations as appropriate.
Working pattern
Operational team shift covering Saturday and Sunday 21:00 – 8:00
20 hours per week
The Reward
£15,745.55 Base Salary
£1514.87 Night Allowance
Total Remuneration: £17,269
25 days Holiday plus National Bank Holidays (pro-rata) 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
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