Be part of something rewarding, by joining Greater Anglia you’ll be helping our customers get from A to B. With a staff of over 2,500, we operate a busy commuter service from London Liverpool Street to destinations across the east of England.

Customer Service Manager – 12 Month FTC

Are you looking for a new opportunity in a fast-paced environment and being a part of the future for the rail industry?

We are looking for a Customer Service Manager to join the team in the Tottenham Hale/Broxbourne area to cover maternity leave for a 12-month period.  This role is “hands on” and responsible for the front-line management of our Customer Service teams at a range of stations between Hertford East/Broxbourne/Tottenham Hale.

Role and Accountability:

As a people focused leader, you will be responsible for all operations at a group of stations, ensuring that your team delivers a safe, punctual and customer-focused railway each day.  The role is highly varied, and you will need a flexible approach to working combined with the ability to adapt to changing demands and conditions.

Regular duties will include, overseeing peak time and event service management at stations and understanding the causes of, and developing innovative solutions to mitigate, train service delays at stations. You will also be responsible for upholding the highest standards of customer service and information provision, especially at times of disruption or service alterations.

You will undertake audits to uphold ticket office retailing standards and be required to maintain exemplary standards of safety compliance. Lead a team to ensure compliance with all HR business practices, including colleague engagement, colleague development, performance and attendance management.

Although the role does not involve shifts, occasional weekend and early morning/late evening work should be expected in addition to an on-call commitment. Regular travel across the Greater Anglia West route region is also to be expected.

Experience, Knowledge & Qualifications Required:

You will have experience in a customer-focused industry with a proven track record of upholding high standards and leading from the front. Have a natural flair for leading, managing and developing teams and be passionate about putting the customer first at all times.

You will have a proven track record of line management with a natural ability to motivate and empower others in order to reach challenging organisational goals.  Colleague engagement will be key, and you have a natural flair for ensuring Greater Anglia is a great place to work as part of this journey.

Experience of leading a team within a Unionised environment is an advantage.

To succeed in this role, we are looking for people who can bring our four behaviours to life in your everyday work:

·        Genuine … be welcoming, customer-centric and respectful

·        Professional… be solution-oriented, accountable and delivering to promises

·        Proactive … be progressive, innovative and decisive

·        Inclusive … be connected in your thinking, empathetic and promote diversity

Greater Anglia can offer you a great work/ life balance alongside a generous salary. If learning, developing and growing your career is as important as great benefits such as free travel, pension, family discounts, childcare vouchers and cycle to work scheme, then apply now, and see what we can do for you!