Customer Experience Operations Manager 

A fantastic opportunity is now available to join our customer experience team at Abellio Shared Services in the centre of Glasgow. Our team provide a number of services including Customer Experience, Finance and Payroll. We are a vibrant, friendly office, where our people are committed to delivering the best experience for our customers. 

We offer a competitive salary and great benefits. Our people are our greatest strength and live by our values of Genuine, Professional, Pro-Active & Inclusive, so come and join our team! 

The Role: 

Leading our Customer Experience team and deputising for the Head of Customer Experience when required. Responsible for managing the performance of the team, motivating and developing team members to produce customer service excellence. Monitoring delivery against KPIs and organisational objectives, taking a proactive approach to ensure performance levels are met. Managing the relationships with key stakeholders both internally and externally. 

You should have: 

• Strong organisational skills 
• Effective communication skills  
• Ability to manage varying priorities at pace meeting deadlines where appropriate 
• Experience in managing a large team 
• Drive for excellence 
• Resilience with the ability to work in an ever-changing environment 
• People skills and ability to liaise with stakeholders at all levels 
• Familiar with CRM and processes to effectively manage performance 
• Ability to lead from the front 

What you will get: 

• £33k per annum depending on experience 
• Permanent contract 
• Monday to Friday with occasional weekend cover as required 
• 37.5 hours 
• Discretionary bonus 

Our Benefits: 

• Discretionary Rail Travel on Scotrail services
• Discretionary Bonus Scheme
• 34 days holiday (including public holidays) with option to buy 
• Competitive pension scheme 
• Private medical insurance 
• Employee Assistance Programme and Mental Health Support 

For more details & to apply please visit our website https://apply.abellio.com/vacancies/.  

Closing date 15/07/22.