About the job
1. As Duty Team Manager you will be responsible for the daily running of a team of advisors (team size: 6-10 advisors) ensuring a high quality of customer service is maintained throughout.
2. Your role will encompass call handling, email, telesales, and a web support service, you will act as a role model upholding our values around performance and delivery.
3. You will be the first point of contact and knowledge for escalated cases and be expected to resolve them quickly and mitigate risk to the business
4. Identify, plan, and deliver continuous improvement to how our services are delivered ensuring quality and integrity are maintained in daily client interactions
Your main responsibilities will be:
5. Provide team management experience to a team of advisors including managing the team's work and assigning duties needed to achieve agreed SLA's.
6. Manage the quality and efficiency of your teams' work ensuring compliance in the handling of customer queries.
7. Understand internal policies and processes and ensure the team adhere to the principles correctly.
8. Have the required knowledge to resolve complex customer queries around tickets, travel information and journey planners while adhering to rail operating companies' guidelines.
9. Ensure development, training plans and coaching are in place for each team member, reviewing development activity and conducting period performance reviews.
10. Work collaboratively with peers and stakeholders across the business, sharing best practice and resolving issues.
11. Liaise with the people function of the business in conducting employee relations related meetings such as absence reviews, return to works, documented discussions and investigations.
12. Mitigate client resolutions in line with agreed approval protocol, escalating where necessary.
13. Share knowledge and identify training needs to develop and upskill the team.
14. Maintain up-to-date knowledge of rail and customer contact industry developments
As a minimum, you will need to have:
15. Prior experience within a management / supervisor role
16. Previous experience with employee relations meetings (absence reviews / return to works
17. Excellent people management and customer service skills
18. Computer literacy including Microsoft Technologies (Office 365, Teams)
19. Working knowledge of regulatory issues including GDPR
20. Enthusiastic, proactive, and passionate about providing excellent customer service.
21. Able to diffuse difficult situations, articulate client needs and present solutions in a calm manner.
22. Stakeholder management
23. Organised and efficient with the ability to analyse large amounts of information.
24. Exceptional communication skills both verbal and written.
About the location
Sheffield city centre. Ten minutes' walk from Sheffield Station. Travel to other UK locations as appropriate.
Working pattern
Operational team shift pattern to cover from 06:00-23:00 including weekends
(1 in 6 weekends)
The Reward
25. 25 days Holiday plus National Bank Holidays
26. Travel Offers for Bus and Rail*
27. Payroll Giving – donate directly from your pay to a Charity of your Choice
28. Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
29. All employee Share Schemes*
30. Save as You Earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme, or take your savings as cash.
31. Buy as You Earn - allows you to buy shares each month, with 2 free ‘matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.
32. Employee Assistance Helpline – free, confidential employee support service provided by an independent provider
*after 6 months of employment
We all belong at First Customer Contact. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, 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.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
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.