2016-10-21

Category: Customer Experience | Directorate: Customer Experience | Department: Sales & Customer Service Centre | Location: Derby - Head Office | Post Type: Full Time | Closing Date: 06 Nov 2016 |
An excellent opportunity has arisen to join East Midlands Trains  as the Customer Service Centre Manager to lead and manage a team of 15 Customer Service Executives to deliver great levels of Customer Service in our small in-bound Customer Service Centre based at our Head Office on Pride Park in Derby.

As Customer Service Centre manager you will

Ensure the Customer Service Centre delivers the highest quality of service whilst maximising business efficiencies and exercising good financial cost control.

Review the Customer Service Centre Performance, ensuring KPI targets are being met and bettered. Recommending improvements to the quality and consistency within the written correspondence and working with our Systems Development Manager to improve systems accordingly.

Deliver and monitor people processes including individual performance management, regular 1-1’s and identifying any training and development requirements.  Recruit, manage, motivate and develop the CSC team to maximise its performance.

Agree reporting formats with our Call Centre Analyst to ensure the provision of information is relevant for Franchise compliance with internal and external stakeholders.

Build and maintain our relationship with key external stakeholders such as Transport Focus, ORR and other industry bodies associated with customer contact.

Work with the Customer Information Delivery Manager to ensure all aspects of customer service and customer contact channels are delivered in line with KPI’s including social media.

Work alongside Head of Department to ensure all annual budgetary targets are met with accountability for the compensation budget.

Identify process improvement areas and implement innovative new ideas to work around challenges.

Work with other departments to ensure the reduction in customer complaints/feedback

To be great in this role you should have experience of managing a customer contact centre and the role would suit someone who has a background in contact centre management.  You should have great leadership skills with experience of managing teams and resources.  You should have good negotiating and influencing skills coupled with the ability to write and present reports.  You should have a good knowledge of CRM systems as well as social media platforms.

Most importantly we need you to have great people management skills and appreciate the importance to our business of great customer service.  Knowledge of compensation claims and the Passenger Charter would be super but isn't essential.

The successful candidate will enjoy a wide range of benefits including a defined benefit pension scheme and free travel on the East Midlands Trains network. You will also receive subsidised travel across the rail network with other train operation companies.

To apply please complete the online application form and upload your CV. As we operate a blind screening process please remove all personal information including your name from your CV.

To find out more about working life at East Midlands trains you can visit eastmidlandstrains.co.uk/careers.

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