Assistant Area Customer Service Manager

ENGINEERINGUK; Cambridge; On-site; GBP 25,000 - 35,000; Full time

Job description

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Sector: Customer Services

Role: Assistant

Contract Type: Permanent

Hours: Full Time

• The successful applicant will be required to attend a medical, as all offers are subject to passing a safety critical medical.
• This role may involve occasional weekend and early morning/late evening work, including on-call duties.

Kickstart Your Career with Greater Anglia!

Are you looking to launch your career in a dynamic and supportive environment? Greater Anglia, a key player in the railway network from London Liverpool Street to the East of England, is offering an exciting opportunity to join our team. With our new, modern, and environmentally friendly trains, now is the perfect time to join us as we elevate the customer travel experience.

Join Our Team as an Assistant Area Customer Service Manager for the Cambridge Area.
The Role

Are you a proactive leader with a passion for customer service? Greater Anglia is looking for a dedicated Customer Service Manager to oversee our Retail and Operational teams in the Cambridge area. In this dynamic role, you'll be responsible for ensuring a safe and efficient Train Dispatch operation while leading a team of around 40 colleagues.

Key Responsibilities:

• Lead and manage a diverse team of approximately 40 colleagues to ensure the consistent and safe delivery of Train Dispatch operations.
• Oversee colleague recruitment, training, and development to foster a high-performing team.
• Implement and maintain safety management systems to ensure compliance and safety standards.
• Monitor team performance and punctuality to meet operational goals.
• Ensure availability and functionality of ticket offices and retailing equipment, including ticket vending machines.
• Collaborate with front-line teams to enhance customer service delivery and resolve any issues that may arise.

What we are looking for:

• Have a friendly, approachable demeanor with the ability to communicate effectively, whilst being a people leader, recruiting, training and managing team performance.
• Are calm under pressure, able to think on their feet, and able to handle various situations.
• Possess a "can-do" attitude and enjoy working as part of a team.
• Take pride in providing top-notch customer service and passionate in ensuring customer safety.
• Have team spirit and bring your unique self to strengthen our team and foster a positive work environment.
• Have familiarity using new technology such as smartphones to assist customers.
• Have line management experience to motivate and empower others to meet organisational goals.
• Have an understanding of commercial aspects and P&L responsibilities.
• Please note that applicants must be 18 years of age or older.

What's in it for you?

• Travel Discounts: Enjoy free travel on Greater Anglia and 75% off with other train operators, plus discounts for eligible family members too!
• International Adventures: After 12 months, unlock discounted international travel for you and your family.
• Exclusive Discounts: Access the GA Hapi App for deals on shopping, dining, and fun days out.
• Vouchers for Loved Ones: Get 12 annual discount vouchers for family and friends to enjoy.
• Wellbeing Support: 24/7 employee assistance, eyecare vouchers, flu jabs, and physiotherapy services.
• Pension Perks: Start with a Defined Contribution pension, with the option to upgrade to a Final Salary pension after 2 years.
• Family-Friendly Policies: We've got you covered with maternity, paternity, adoption leave, and shared parental leave after 26 weeks.
• Save While You Spend: Cycle to work and tech purchase schemes once you pass probation.

The closing date for all completed applications is on Friday 18th April 2025.
*Please note vacancies can close earlier due to high influx of candidate applications.*

At Greater Anglia we are proud of the work that we do. We're investing to help shape the future of rail in the UK and being a part of our team gives you every opportunity to contribute to the journey we are on.

Join Us and Experience:

• Inclusivity & Respect: Be yourself and thrive in a supportive environment where every idea and person is valued. Help us be Greater Together.
• Community & Teamwork: Work together to deliver the best for our customers while enjoying a friendly, can-do atmosphere.
• Pride & Progress: Contribute to meaningful change and a sustainable future, with continuous improvement as the norm.

Ready to Bring Your G A Game?