Assistant Area Customer Service Manager

04 Jun 2021
21 Jun 2021
Contract Type
Full Time
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 leadership opportunity has arisen within our Customer Service Team as an Assistant Area Customer Service Manager based around the Cambridge Area

The Role

This role would suit someone who aspires to progress their career in a key management role in a fast-paced environment.

As a people leader, you will be responsible for all operations at a complex station to ensure that your team are committed in the delivery of a safe, punctual, and customer-centred railway each day. The role is highly varied, so you should have a flexible approach to working, combined with the ability to adapt to changing demands and conditions.

Responsibilities include all aspects of the customer service department in this area, with teams of dispatchers and ticket office staff. Looking after day to day issues such as rostering and sickness, management of ticket office and cash processes, ensuring that we comply with our dispatch competence management systems.

Regular duties include overseeing peak time and event service management at stations, understanding the causes of, and developing innovative solutions to mitigate train service delays at stations. The successful applicant should uphold the highest standards of customer, especially at times of disruption or service alterations, and undertake audits to uphold safety critical dispatch standards, whilst maintaining exemplary standards of safety compliance against standards.

You will manage a Customer Service Team to ensure compliance with all HR business practices, including colleague engagement, colleague development, performance, and attendance management.

What we are looking for

We are looking for a colleague who has experience of line management and a natural ability to motivate, inspire, and empower others to reach challenging organisational goals. This is essential in this role, as well as having a sound commercial awareness and an understanding of P&L accountabilities. 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.

The closing date for all completed applications is on 18th June 2021

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

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, and cycle to work scheme, then apply now, and see what we can do for you