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.
Area Customer Service Manager
Are you passionate about providing the very best service for customers in a fast-paced, dynamic environment?
As an experienced leader you are motivated by the prospect of influencing the customer experience of thousands of customers every day. We need a senior manager who can combine a “hands on” operational role with a strategic focus.
We are looking for one Area Customer Service Manager to cover Harlow Town/Bishops Stortford/Stansted Airport & another to cover Tottenham Hale/Broxbourne.
Role and Accountability
As the Area Customer Service Manager, you will be accountable for the Greater Anglia operation at a group of stations to ensure that your team delivers a safe, punctual and customer-focused railway each day. Colleague engagement will be key, and you have a natural flair for making Greater Anglia a great place to work.
Inspiring a team of managers, supervisors and colleagues you will develop commercial and customer-focused strategies within your region to achieve our business objectives and obligations.
Reporting to the Head of Customer Service, you will be passionate to create collaborative relationships with a wide range of stakeholders and trade unions and be a natural at influencing/negotiating with others.
Within a period of operational and business change, your leadership will challenge the status quo whilst embedding a culture that upholds the very highest of standards of quality, compliance and assurance from the onset.
Experience, Knowledge and Qualifications Required
You will be an energetic and dynamic individual, with a positive approach to delivering cultural and business change. Always proactive, with a knack of problem solving, you will have a proven track record of developing strategies to deliver against a set of business objectives. Your interpersonal and IT skills will be extremely strong, as will your ability to build and maintain relationships.
It is essential that you have experience of working in a similar managerial role within a customer services environment. Extensive experience of leading and coaching a team of over 50 individuals is also required.
It would be advantageous if your experience is held within a transport related and/or safety critical environment.
Although the role does not involve shifts, occasional weekend and early morning/late evening work should be expected (potentially at late notice) in addition to an on-call commitment. Regular travel across the Greater Anglia region is also to be expected.
*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, childcare vouchers and cycle to work scheme, then apply now, and see what we can do for you!