customer relations York, England
Job description
Welcome to the Service Delivery Team
Well, you might know us as 'Control', or maybe you have met or spoken with us before at our home in York Rail Operating Centre (ROC). In a nutshell, the Service Delivery Team are responsible for the live delivery of the train plan. While historically this might simply have been about keeping people moving, our role today is about so much more. From units and traincrew to customer information and connections, rail replacement, fleet management and disruption. We work as a team to make sure that we deliver on our customers expectations, and when things go wrong, we are front and centre working to put the plan back together and to make sure our frontline teams have the resources and support they need. Its not always easy, we don't always get everything right, but we will always do our best for our customers and colleagues, 24 hours a day, 7 days a week.
Duty Customer Experience Manager
What will you do?
- Working in our busy Control Centre, you'll be responsible for the real-time provision of customer information, specifically translating operational information into useful messages for our customers and frontline teams.
- You will be responsible for keeping all LNER customer information channels up to date using a variety of systems.
- You will lead the delivery of our real-time customer experience, providing effective customer contingency plans as required. During periods of service disruption you will be responsible for creating and managing the customer plan.
- You will look for ways to continually improve the provision of customer information and customer experience plans to help drive an enhanced service to our customers.
- As a key leader within the team, you will manage the Customer Information Controller and the Customer Experience Controller on shift.
The Essentials - To be successful in this role, we need you to have the following:
- Excellent communication skills, both written and verbal.
- A strong customer focus.
- Sound IT skills.
- A proven leader.
- Experience of working successfully under pressure.
Please note this is a rostered management position, an example of the current shift pattern is as follows:
- Early 06:15-14:30
- Late 13:45-22:00
- Night 21:15-06:50
This role is based in the York Rail Operating Centre and cannot be undertaken remotely.
If this sounds like you, then we want to hear from you. Our people are our greatest asset and we are always on the look out for new talent. Please note that this is an advert for our talent pool which means that we don't have a position to offer at this point in time.
We look forward to reading over your application.
