About the Role
The provision of a ‘one stop shop’ operational advisory support service to units, managing key operational issues working within a set of agreed SLA’s.
To support our multi-channel SSP Customer Support centre ensuring timely resolution to all SSP Customer interactions both internal & external whilst working with a set of agreed SLA’s.
Ensure the daily, weekly and monthly reporting of customer care and helpdesk team are sent in timely manner.
What you'll be doing:
1. Carries out day to day helpdesk duties including answering calls, logging queries and resolving issues within agreed timescales.
2. Customer complaints are dealt with in line with our customer service policy, working with key stakeholders to ensure complaints are resolved in line with ours SLA’s
3. Provides supporting reports whilst highlighting trends for wider business use.
4. Maintain all reporting logs including refunds queries log to make sure that data is accurate at all times.
5. Utilise agreed escalation processes, liaising with key stakeholders to facilitate timely solutions.
6. Support the operational management of the workload planner and schedule communications to make sure that operations teams fully aligned with updates, communications and workload plans.
7. Provide OOH/weekend support when required.
8. Monitor and respond to social media account for the whole business.
9. Manage and support queries raised with operations helpdesk via Xurrent.
10. Manage SharePoint approvals, create comms, coordinate and send teams invites to operations, monitor weather and travel updates on daily basis and post comms, create and manage surveys.
11. Ensure support function teams follow the communications process.
12. Responsible for the operational workload and event planner
To be successful in this role you will need:
Essential
13. Sound knowledge of Unit Operations
14. High level of impact and influence with peer group and above as required
15. Great communicator at all levels with good telephonic skills
16. Ability to work at pace and under pressure and in difficult situations
17. Has a ‘can do’ approach and is a self-starter
18. Good understanding of excel and operational systems
19. Great understanding of social media
Desirable
20. Good multi brand knowledge/experience
21. Working knowledge of head office functions
22. Excellent communicator at all levels.
23. Has a ‘will do’ approach and is highly self-motivated
24. Has experience of dealing with difficult situations and bringing them to a successful resolution
25. Will deliver to tight timescales
Why Join Us
26. Employee Discounts across our brands (over 400 locations)
27. Friends and Family Discount App
28. Award-winning training, apprenticeships and development programmes
29. Health & Wellbeing support
30. Hybrid working model with flexibility for work–life balance
31. Inclusive and diverse workplace with employee networks and communities
Ready to start the best part of your journey?
Join us at SSP and play a key role in shaping the financial performance of our Rail Gourmet business — where your insight, collaboration, and ownership will help drive our success across the UK and beyond.
At SSP, we value diversity and are committed to building a team that reflects a range of backgrounds, skills and perspectives.
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