CX Attendance Support Manager London, England
Job description
We are recruiting for a CX Attendance Support Manager, 37 hour contract, 18 month fixed-term vacancy.
Why LNER?
Our vision is to be the most loved, progressive and responsible way to travel for generations to come, and we're looking for the people who can deliver this, every day.
Since we took over the East Coast route, we've been changing the face of travel. Our new fleet of Azuma trains are delivering faster journey times, more space, comfort and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join. We were the first and are currently the only franchised rail operator to achieve customer numbers back to pre-pandemic levels and we are leading the charge to transform rail through digital and customer focussed innovation.
Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.
Are you on board?
What you'll be doing.
As LNER's Attendance Support Manager (ASM) you will be an integral part of the Customer Experience team, taking the lead as a coach, offering support, development and training to the wider customer experience management team. Your role is to mentor our managers in the management of people matters, by developing stronger behaviours as well as strengthening their understanding of effectively managing through our policies and procedures. By providing an environment of curiosity and continuous improvement, you will engage and support our managers, through coaching and mentoring activity, in building their capability and confidence in taking greater ownership of their people, fostering a culture of positive attendance.
Working closely with the wider People team, particularly the ER and Health and Wellbeing teams, you will take ownership of ensuring the Customer Experience teams are confident in their understanding and application of all relevant policies and procedures, whilst improving the management of resource availability. As the ASM one of your main priorities will be to deliver a consistent approach from all stakeholders towards positive attendance to support our business needs. You will also seek opportunities to drive improvements and effectiveness within LNER's current processes as well as utilising data to manage trends.
The measurement of Success in this role will be a sustained improvement in absence metrics (including managers' compliance KPIs), together with delivery of greater ownership of people results
What you'll need:
To be our Attendance Support Manager you should have the following competencies and skills:
- Excellent interpersonal and communication skills (formal and informal, written and verbal) to establish credibility with managers and other stakeholders.
- Strong negotiation skills, verbally articulate and credible.
- Good influencing and relationship management skills and the ability to effectively coach managers across multiple locations in a complex CX environment
- Ability to Role model LNERs ‘Living It' values, respecting and embracing them, leading others to do the same.
- Ability to exercise sound judgment and creativity in identifying options and risks to make sound decisions regarding issues that have the potential to have significant negative effects on the organisation.
- Effective organisation skills with the ability to make sound judgement and maintain accuracy when working to tight and often conflicting deadlines.
- To have the knowledge and skills to deliver a commercial, pragmatic and timely service at a business -wide level.
- An interest in People Policies and Employee Relations matters would be beneficial in this role
What you'll get:
- Free travel on LNER + 75% off other companies' tickets (for you & dependents)
- Discounted international train tickets (after one year's service)
- 50% discount on LNER tickets for friends & family
- Generous pension scheme
- Annual cycle to work schemes
- Discount, savings and cashback scheme from top retailers
- Health & wellbeing schemes and discounts
- Host of training opportunities to help further your career
- Rewards & awards to recognise when you shine
What we believe:
To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.
We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!
Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.
Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.
Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.
What next?
As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!
Start your journey here
