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To support and deputise for the Operations Manager (People) to manage all aspects of operational performance in Northern Ireland including on time performance, delivering excellent customer experience, while managing a governance agenda that supports legislative, process and policy compliance, within the operational excellence framework.

Key Accountabilities

• Management of the customer services teams and ground staff team in Derry, Belfast and Dublin in accordance with FirstGroup policies, standard operating procedures and all relevant legislation.
• Support the induction and development of an engaged, talented and high performing customer services team, nurturing an innovative and continuous improvement culture.
• Conduct any investigation, disciplinary, grievance or absence management reviews in accordance with Company policy for staff within your team.
• Maintain accurate records for all aspects of performance, including maintenance of employee records.
• Work alongside service delivery members, fostering excellent working relationships between departments to ensure a consistent customer experience.
• Deliver agreed performance improvement plans and operational costs within budget.
• Ensure your team take ownership of customers issues and follow problems through to resolution.
• Develop and update customer service procedures and policies.
• Be the point of escalation for the handling of complex complaints and enquiries.
• Analyse customer and management information to ensure consistent delivery of the customer experience.
• Other duties commensurate with the role as may be deemed appropriate by the line manager.

Skills, Experience and Qualifications required

• Excellent customer service focus.
• A team builder and driver of high performance teams.
• A passion for safety and driving to deliver a high performing safety behavioural culture.
• Mentoring/coaching skills in the progression of the deliverables of the business
• Self-reliant and straightforward communicator with skill sets to promote the customer facing business, in a positive light with the capacity to inspire in a structured and encouraging way.
• Experience in providing customer service support.
• Working knowledge of customer service software, databases and tools.

What can we offer you?

• Free bus pass for you and your family on joining
• 25 days Annual Leave + Bank Holidays
• First Xclusives – Discounts on many high street brands, supermarket's, holiday's and cinema tickets, to name a few
• First My Rewards - Discounted train travel for you and your family after 6 months service – travel as far as London or Edinburgh for £6!
• Generous pension and shares scheme
• Employee Assistance Programme – 24hr, 365 days a year mental health support