Customer Service Manager

Job reference: SYS-6570

Location Stansted
Business Area / Department Customer Services ~ Customer Service Manager
Type of Role Perm - Full Time
Salary & Benefits Competitive
Closing Date 30/10/2020
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Customer Service Manager

Job reference: SYS-6570

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.

An exciting opportunity has arisen within the Customer Service team for a Customer Service Manager at Stansted Airport.

You’ll be responsible for the day-to-day operation of the station which makes up over 60 colleagues.

You will develop and lead a team of Duty Managers and Ticket Office Supervisors to deliver excellence in customer service, safety, train running performance and station retailing at your station.

You will be focused on creating and managing a diverse, motivated and energised team, and coach colleagues to provide a brilliant customer service experience.

Having great stakeholder relationship skills is a key attribute to the role as you will need to form excellent working relationships with key internal and external stakeholders. You will be a natural leader of people, who can lead, engage, and coach your teams to provide outstanding customer service in a fast-paced and changing business.

What the job involves

Being a visible leader on your station, acting as a positive role model at all times.

Through providing the relevant support, training and resources, and by recruiting the best people, ensure that all staff at your station adopt Greater Anglia Vision, Values and Behaviours.

Providing of a safe environment for customers, staff, tenants and contractors at your stations and ensure that all staff under your control are competent to carry out their duties in a safe and efficient manner.

Effectively managing your stations budget and proactively look for growth opportunities.

Motivating your team to deliver a reliable customer experience measured through continual improvements to train running performance, National Passenger Survey satisfaction scores and other customer feedback channels.

Work closely with key internal and external stakeholders to create the best possible environment at your stations for staff and customers

Deliver effective management of all retailing activities at your stations, building a sales culture within the team.

Work closely with the local Revenue Protection Manager to ensure that ticketless and fraudulent travel is minimised, and the Revenue Protection strategy is adhered to at your station.

Work with the Area Manager to deliver the area business plan.

A brilliant role model who leads from the front.

Strong ability to manage performance and schedule planning working towards having the right people in the right place at the right time.

Develop and execute plans for special events that may impact on your station.

Delivering on key KPIs, operational performance, driving customer service standards, upholding safety + compliance documentation.

Specific Experience, Knowledge and Qualifications

Minimum 3 years’ experience as a supervisor or manager within a retail or transport background.

Previous experience of managing a team of 10+

Proven track record in delivering results in operational/sales performance delivering & growth.

A brilliant planner with strong commercial acumen you will have the flexibility to support different locations at different times when asked. Your excellent interpersonal skills will enable you to quickly build constructive relationships with key external stakeholders, Trade Unions and cross functional groups across the Greater Anglia business.

On top of this you will have:

Proven experience in demonstrating leadership and coaching skills (essential)

Proven ability to lead and inspire teams of people whilst managing multiple tasks (essential)

Proven written and verbal communication skills (essential)

A good understanding of railway safety standards is looked (desirable)

Having great stakeholder relationship skills is a key attribute to the role as you will need to form excellent working relationships with key internal and external stakeholders. You will be a natural leader of people, who can lead, engage, and coach your teams to provide outstanding customer service in a fast-paced and changing business.

*Please note: This role is subject to airport security clearance which is requires application and clearance of 5 years checkable history and a DBS (criminal record) check. You will be required to work shifts covering a combination of earlies and lates.

*Please note vacancies can close earlier due to high influx of candidate applications*

The closing date for all completed applications is on 30th October 2020

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 competitive salary.

If learning, developing and growing your career is as important as great benefits such as free first class travel, pension, family discounts, childcare vouchers and cycle to work scheme, then apply now, and see what we can do for you!