Overview
Join to apply for the Customer Service Team Leader (1 secondment/FTC and 1 permanent role)) (2918) role at GTR (Govia Thameslink Railway).
Responsibilities
We currently have 1 secondment/FTC and one full time position. Are you able to guide the delivery of passenger information during disruption across the network from the GTR Control at Three Bridges? Acting as the voice of the customer, the role will deliver passenger information during disruption by clearly communicating what the customer needs to do to complete their journey, organising alternative transport and coordination rail replacement buses. The role will influence and monitor the team of Customer Ambassadors to provide exemplary customer service and information delivery to both customers and station teams.
* Guides the delivery of passenger information during disruption across the network from the GTR Control at Three Bridges.
* Acting as the voice of the customer, clearly communicating what the customer needs to do to complete their journey.
* Organises alternative transport and coordinates rail replacement buses.
* Influences and monitors the team of Customer Ambassadors to provide exemplary customer service and information delivery to both customers and station teams.
Experience and qualifications
* Demonstrates a proven track record of achievement while being results driven and a team player.
* Ability to use and understand multiple systems.
* Fast-paced environment where decisions are critical to the customer.
* Proven capability of building strong relationships within and outside the organisation.
* Experience in working as part of a team.
Skills and requirements
* Strong problem resolution skills.
* Developing and sustaining strong relationships with Operations colleagues, Network Rail and other Train Operating Companies.
* Identification of customer issues and successful resolution.
* Computer literacy with reasonable typing speed.
* Focused, motivated & results orientated.
* Strong attention to detail.
* Good standard of written and spoken English.
* Demonstration of tenacity and positive attitude with an energetic and ‘can do' approach.
* Personable, friendly, and possess a willingness to be a strong customer advocate.
Benefits
* Free Travel – spouse, partners, dependants (on Southern, Gatwick Express, TL, GN, South Eastern)
* 75% discount on other TOC
* PTAC card (reduction underground pass)
* Full Final Salary pension
* Enrol into pension scheme
* 25 day Annual Leave
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Travel Arrangements and Truck Transportation
#J-18808-Ljbffr