Customer Information Operations Manager

TN United Kingdom; Basingstoke; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in customer service is seeking a Customer Information Operations Manager in Basingstoke. This role involves managing a high-performing team, improving customer engagement, and ensuring operational efficiency. The ideal candidate will have a degree or equivalent experience in customer service, strong leadership skills, and a passion for continuous improvement. Join us to make a significant impact in a dynamic environment.

Benefits

Free travel on SWR services for employees

Free leisure travel for spouse/partner and dependants

75% discount on other train operating companies

Full training and development support

Exclusive retail offers

Excellent pension scheme

Qualifications

• Experience in front-line customer service, preferably in the rail industry.
• Ability to motivate and engage your team.

Responsibilities

• Lead and motivate the Customer Information team.
• Collaborate with management to improve customer satisfaction.
• Conduct performance reviews and monitor team performance.

Skills

Team Player

Effective Communication

Data Analysis

Education

Degree Level Education

Job description

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Customer Information Operations Manager, Basingstoke

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Client:

FirstGroup

Location:

Basingstoke

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

6bb7a31c911b

Job Views:

4

Posted:

12.05.2025

Expiry Date:

26.06.2025

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Job Description:

About the job

This role is accountable for supporting and developing a team of high performing, highly engaged colleagues who deliver consistently high levels of Customer and Colleague Information across all the available channels.

This role is accountable for the line management of the Duty Information and Customer Experience Managers (DICEMs), ensuring they and all colleagues in the Customer Information team (ROC/AOC) have regular touchpoints. Working collaboratively with the Training, Quality and Competency Manager to ensure Training & Development plans are in place.

This role is responsible for the day-to-day operational performance of the Customer Information team and providing performance data internally and externally.

The role will support the Customer Information Systems & Process Manager in developing and implementing changes to working processes within the team to ensure maximum efficiency and effectiveness, delivering high levels of customer information throughout operational hours.

Your main responsibilities will be:

1. Lead, engage, and motivate the Customer Information team to deliver accurate, timely, and consistent information across all channels.
2. Lead, engage, and motivate the team to positively impact colleague engagement.
3. Create and implement the Customer Information Your Voice Action Plan to improve communication and colleague engagement, working collaboratively with ROC/AOC colleagues.
4. Ensure effective communication within the team regarding policies, procedures, or working practices.
5. Collaborate with the Customer Information Management team to identify opportunities for customer satisfaction improvements.
6. Work with the Training, Quality, and Competency Manager to ensure high-quality service delivery, recognizing colleagues who meet standards and supporting those who do not.
7. Maintain adequate staffing levels in coordination with the DICEM team, Training, Quality, and Recruitment teams.
8. Build and maintain relationships with Service Delivery colleagues and internal stakeholders to improve customer information services.
9. Ensure new entrants are effectively trained and supported during their training period.
10. Maintain colleague competency within the Customer Information team.
11. Represent the team in daily Performance Meetings and Learning Reviews, implementing learnings as appropriate.
12. Conduct regular performance reviews and communications to monitor and improve team performance.
13. Stay updated on Customer Information systems and processes to meet evolving customer and colleague expectations.
14. Proactively manage attendance, utilizing HR procedures and Occupational Health as needed to meet attendance targets.
15. Ensure adherence to policies and procedures in partnership with HR, managing deviations appropriately.
16. Maintain DICEM competency to provide cover when required.

You'll need:

1. To be educated to degree level or have equivalent practical experience in front-line customer service, preferably in the rail industry.
2. The personality to create a change environment and challenge practices where necessary.
3. To be inquisitive, eager to analyze and investigate ways to improve colleague engagement.
4. A team player capable of working under pressure and challenging the status quo.
5. Ability to motivate and engage your team to achieve results in a challenging industry.
6. A drive for people culture transformation and continuous change.
7. Initiative and ownership with a focus on continuous improvement.
8. Sound people management skills and ability to work independently.
9. Good literacy and numeracy skills.
10. Effective communication skills with stakeholders and employees.
11. Ability to analyze data and produce reports.
12. Understanding of the organization, operations, and industry.
13. Business acumen.
14. Flexibility to meet business needs.

About the location

You will be required to work across our network, mainly based at Basingstoke Campus and Waterloo.

Working pattern

You will work an average of 37 hours across 5 days per week.

The Reward

In return, we offer a competitive salary and benefits, including:

• Free travel on SWR services for employees
• Free leisure travel for spouse/partner and dependants (criteria apply)
• 75% discount on other train operating companies
• Full training and development support
• Exclusive retail offers
• Excellent pension scheme