Regional Customer Service Manager - Birmingham
Regional Customer Service Manager
At CrossCountry we pride ourselves on delivering the company’s ‘Great Journey’ vision and we currently require a Regional Customer Service Manager who will be responsible for leading the entire Customer Service team within West Midlands & North-West Region. Comprising of on-board guard and catering colleagues, the role will set direction and support Manager and Frontline teams to safely deliver the best possible service for our customers.
We are looking for someone to lead and motivate the teams to ensure delivery of excellence and continuously improve the service we offer for customers on our trains.
Responsibilities include:
Leading your teams:
Lead and direct all Customer Service Teams in line with business objectives and in accordance with all appropriate legislation, industry standards, directives and codes of practice and to ensure a safe and risk-free environment. Ensure people are clear on their roles and responsibilities.
Great service:
Ensure delivery of excellent service to all customers consistently, in accordance with business specifications and seek to continuously improve the service we offer.
Developing your people:
Motivate, develop, coach, communicate and assess our people providing an environment and the opportunity for our people to make positive contributions to the company in line with its stated objectives whilst achieving their own potential.
Safety:
Lead and direct teams to ensure the safety of our people and our customers, ensuring compliance with legislation and our Safety management system, taking opportunities to continually improve safety performance and helping to deliver our safety plan objectives.
Finance:
Delivery of all aspects of the budget and operating within delegated financial authorities. Ensure cash management and cash handling is in line with business processes and security arrangements.
Productivity:
Develop good practice in train crew productivity, including helping to develop efficient rosters, managing rest day work, improving time lost through sickness and release from rostered turns. Measure performance through the timely and appropriate use of indicators and ratios.
Operations:
Ensure people have the necessary competences to conduct their duties safely and with confidence. Undertake On-Call responsibilities and maintain personal competence in the role of senior conductor/train manager. Undertake investigations as necessary.
Revenue Protection:
Manage and lead the delivery of excellent revenue protection in line with the business strategy and commercial considerations, through fully engaged and competent people.
The ideal candidate:
Do you have a passion for leading teams to deliver excellent customer service and the experience of developing people through coaching and effective communication? Are you a strong leader with experience of managing large teams that are geographically spread?
We require an individual who leads and directs their team to meet and exceed business objectives in a safe and risk-free environment.
* Ability to manage large and geographically dispersed team.
* Strong capable leadership with proven motivation and excellent interpersonal skills.
* Sound understanding of the dimensions of the role.
* Ability to ensure cash handling and management is accurate and secure in every respect.
* Qualified in catering hygiene and passed to act as Senior Conductor/train Manager.
* Knowledge of Rules and Regulations.
* Knowledge of all statutory legislation.
* Experience in management, welfare, discipline, conditions of service.
* Confident in presenting to large groups of managers.
* Able to present statistical data and willing to challenge existing practices.
In return we can offer;
• Competitive salary dependent on experience
• Free rail travel
• 30 days annual leave
• Warm and friendly culture with enthusiastic colleagues and a health work/life balance
Closing date for applications: 20th May 2025
We acknowledge the importance of our people\\\'s diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.