Who are we? South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight. Join our team and help us continue to bring people together to get the most out of life. About the job This role is accountable for the line management of all colleagues in the Customer Service Centre (CSC), ensuring all colleagues have regular touchpoints. Working collaboratively with the Training, Quality and Competency Manager ensuring Training & Development plans are in place. This role will be accountable for leading, motivating and engaging the team in the CSC, to consistently deliver in all areas of Contact Centre delivery. This role is accountable for supporting and developing a team of high performing, highly engaged colleagues who deliver consistently high levels of customer service across all the available service channels provided by the CSC. The role will be responsible for the development, review and optimisation of all working processes within the CSC to ensure it is running at maximum efficiency and effectiveness delivering high levels of customer satisfaction throughout its hours of operation. Your main responsibilities will be: Create a culture of empowerment across the Contact Centre encouraging colleagues to take ownership for resolving customer complaints/enquiries in a timely manner, by doing what they believe to be right. Lead, engage and motivate the Contact Centre team to maximise productivity and performance across all service channels to meet the agreed service level's, and the Contact Centre objectives Lead, engage and motivate the Contact Centre team to positively impact on colleague engagement. Lead the creation and implementation of the CSC Your Voice Action Plan to drive improvements in communication and colleague engagement. This should be done collaboratively with the CEWG. Ensure effective communication across the Customer Contact to ensure all colleagues are kept up to date with any relevant changes in policies, procedures or working practices. Work in collaboration with Customer Contact Management team and Team Leaders to drive continuous improvement in customer advocacy, through identifying opportunities to deliver customer satisfaction improvements Ensure a consistent high quality service is provided to our customers across all channels as measured through the Quality Framework assessments. Recognising colleagues who consistently meet the benchmark, whilst supporting and challenging where standards are not being met. Champion the customer cause and drive the culture of "Delivery for our customers": ensuring your team carry out their duties in a welcoming, friendly and impartial manner. Ensure a proactive approach is adopted to Attendance Management, ensuring regular welfare contact is made with colleagues not at work. Utilising HR procedures and Occupational Health as required to meet the company attendance target. Maintain effective and collaborative relationships and regular contact with stakeholders, e.g. customer experience/station management teams to deliver service improvements that benefit SWR's customers. In partnership with HR ensure all policies and procedures are adhered to and manage where they are not. In conjunction with the Resource & Planning Manager, Training Quality and Competency Manager and SWR Recruitment team to proactively maintain adequate staffing levels at all times. Work with the Business, Technical and Performance Manager to maintain the effective management of the IVR ensuring that business and customer needs are met by correct call prioritisation. Deliver targeted daily, weekly and monthly reviews/communications with colleagues, line management and staff to share, evaluate, monitor and improve performance. The Contact Centre Manager should keep themselves updated on Contact Centre operations and technology to ensure that the centre continues to effectively respond to evolving customer demand and expectations. Ensure your own personal safety and that of others at all times. Provide On Call cover for the CSC as required You'll need to be: Educated to degree level or equivalent level of proven practical experience of front line customer service and in the rail industry is highly desirable, coupled with some experience of working in a dynamic call centre environment. 2 - 3 Years' experience in the operation of multi-channel contact centres Should possess the personality to create a change environment and drive to challenge and change practice where necessary. You will need to be naturally inquisitive and eager to analyse and investigate new and improved ways of driving colleague engagement A real team player, who can work under pressure, while also challenging the status-quo. Ability to motivate and engage your team to deliver outstanding results in a challenging industry A drive for people culture transformation and a desire to develop a continuous change culture Demonstrates the ability to take the initiative and ownership with a focus on constant improvement Sound people management skills are essential and an ability to work with minimal direction is required. A good standard of literacy and numeracy is essential. An ability to communicate effectively with stakeholders and employees is essential. Able to analyse and interrogate data and produce clear reports Experienced in managing resource to maximise efficiency to meet the departmental budget Excellent knowledge of current contact centre technologies and techniques Solid understanding of the organisation business operations and industry. Demonstrated business acumen An ability to communicate effectively with stakeholders and colleagues is essential. About the location Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and provides an excellent link between London, Coastal areas and the Isle of Wight. Working pattern Working an average of 37 hours per week over 5 days Mainly office hours, with an expectation to work flexibly across a 7 day week operational Contact Centre The Reward In return we offer a competitive salary and a variety of valuable benefits, including: Free duty and leisure travel on SWR services for employees Free leisure travel for spouse/partner and dependants (criteria dependent) 75% discount on many other train operating companies Full training and support with development Excellent pension scheme We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive. If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply. https://exceptionalindividuals.com/neurodiversity/ https://www.healthassured.org/blog/neurodiversity/