Customer Information Operations Manager

First Group; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Information Operations Manager to lead a high-performing team. This role involves enhancing customer satisfaction through effective communication and continuous improvement initiatives. You'll be responsible for managing a dedicated team, ensuring they are engaged and motivated to provide top-notch service. The position offers a competitive salary and numerous benefits, including free travel on services and a robust pension scheme. If you are passionate about people management and driving change in a challenging environment, this opportunity is perfect for you.

Benefits

Free duty and leisure travel on SWR services

75% discount on other train operating companies

Full training and support

Exclusive retail offers

Excellent pension scheme

Qualifications

• Educated to degree level or equivalent experience in front-line customer service.
• Strong people management skills and ability to motivate a team.

Responsibilities

• Lead and motivate the Customer Information team to deliver accurate information.
• Collaborate with management to drive continuous improvement in customer satisfaction.

Skills

Customer Service

Team Leadership

Data Analysis

Communication

People Management

Problem Solving

Education

Degree Level Education

Job description

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 improve quality of life, by bringing people together to get the most out of life.

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 (DICEM's) ensuring they and all colleagues in the Customer Information team (ROC/AOC), have regular touchpoints. Working collaboratively with the Training, Quality and Competency Manager ensuring Training & Development plans are in place.

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

The role will be responsible for supporting the Customer Information Systems & Process Manager in developing and implementing changes to working processes within Customer Information team to ensure it is running at maximum efficiency and effectiveness delivering high levels of customer information throughout its hours of operation.

Your main responsibilities will be:

• Lead, engage and motivate the Customer Information team to deliver accurate, timely and consistent information to our customers and colleagues across all the channels
• Lead, engage and motivate the Information team to positively impact on colleague engagement.
• Lead the creation and implementation of the Customer Information Your Voice Action Plan to drive improvements in communication and colleague engagement. This should be done collaboratively with colleagues from the ROC/AOC
• Ensure effective communication across the Customer Information team so that all colleagues are kept up to date with any relevant changes in policies, procedures or working practices.
• Work in collaboration with Customer Information Management team to drive continuous improvement in customer satisfaction, through identifying opportunities to deliver customer satisfaction improvements
• Work with the Training, Quality and Competency Manager to ensure a consistent high-quality service is provided to our customers and colleagues across all channels as measured through theQuality Framework assessments. Recognising colleagues who consistently meet the benchmark, whilst supporting and challenging where standards are not being met.
• Work in conjunction with the DICEM team, Training Quality and Competency Manager and SWR Recruitment team to proactively maintain adequate staffing levels.
• Maintain effective and collaborative relationships with Service Delivery colleagues and internal stakeholders to deliver customer information improvements
• Work with the Training Quality and Competency Manager to ensure all new entrants are effectively trained and supported during their training period.
• Work with the Training, Quality and Competency Manager to maintain competency of all colleagues within Customer Information
• Represent the Customer Information Team on daily Performance Meetings, and any Learning Reviews, taking any learnings and actioning them as appropriate.
• Conduct weekly and monthly reviews/communications with colleagues, line management and staff to share, evaluate, monitor and improve performance.
• The Customer Information Operations Manager should keep themselves updated on Customer Information systems and processes to ensure that they are able to effectively respond to evolving customer and colleague expectations.
• Ensure a proactive approach is adopted to Attendance Management, ensuring regular welfare Information is made with colleagues not at work. Utilising HR procedures and Occupational Health as required to meet the company attendance target.
• In partnership with HR ensure all policies and procedures are adhered to and manage where they are not.
• The Customer Information Operations Manager should maintain DICEM competency to ensure they are able to provide cover 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
• 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
• Solid understanding of the organization, business operations and industry.
• Demonstrated business acumen
• Ability to be flexible to deliver business needs.

About the location

You will be required to work across our network, predominantly based at both 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 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
• Large range of exclusive retail offers
• Excellent pension scheme

We all belong at SWR. Our 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.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/